Service Delivery Policy

Introduction

This Service Delivery Policy explains the procedures, requirements, and responsibilities associated with activating and providing SMTPPrime services.

It applies to customers purchasing or requesting access to our available SMTP sending services, email campaign management application, and related service arrangements.

Our goal is to help customers understand the steps involved in service provisioning, the information required for setup, possible reasons for delays, and how to request assistance.

This policy should be read together with our Terms of Use, Refund Policy, and Anti-Spam Policy.

Nature of Our Services

SMTPPrime offers digital email communication services. Our principal offerings are:

SMTP Service

Our SMTP Service provides SMTP-compatible sending infrastructure for legitimate business email communications. Depending on the approved plan and configuration, the service may involve SMTP connection details, authentication credentials, sending limits, and relevant technical setup instructions.

Email Sending Application

Our Email Sending Application provides access to email campaign management functionality, including subscriber organization, campaign creation, and other features available under the selected service arrangement. Access details and enabled features depend on the confirmed plan and applicable configuration.

Digital Delivery

These services are delivered electronically. Customers do not receive physical goods, printed certificates, or shipped equipment as part of standard service activation. Any additional products, infrastructure arrangements, or implementation services must be expressly included in the confirmed order.

Service Ordering Process

Customers can begin by reviewing SMTPPrime's available services and Pricing Plans.

Before proceeding with payment, customers may contact our team to discuss:

• The service they wish to purchase.
• Their expected email sending volume.
• Their intended business use.
• Required technical compatibility.
• Any configuration or authentication requirements.
• Available pricing and billing arrangements.
• Any special infrastructure requirements.

SMTPPrime may request further information to assess whether the selected service is appropriate for the proposed use.

A service enquiry does not automatically constitute an approved account or confirmed order.

Plan Confirmation and Payment

After reviewing the customer's requirements, SMTPPrime confirms the applicable service arrangement and payment instructions. Our current purchase process uses Razorpay Payment Links provided by the SMTPPrime team.

Customers should review the following before making payment:

• Selected product or service.
• Plan name and included features.
• Applicable sending limits.
• Price and billing currency.
• Billing period and renewal conditions.
• Any additional configuration charges, where applicable.
• Activation requirements and any communicated delivery estimate.
• Applicable service terms and refund conditions.

Customers should make payments only through payment instructions verified as originating from SMTPPrime.

A successful payment does not necessarily mean the account has been automatically activated. Payment verification, account review, and technical provisioning may still be required.

Payment Verification

After payment, SMTPPrime may verify the transaction before proceeding with service activation. Verification may involve checking:

• Payment status.
• Transaction reference.
• Purchased service and plan.
• Customer identification or account details.
• Whether the transaction corresponds to the agreed service arrangement.

If payment cannot be verified, activation may remain pending until the issue is resolved. Customers may be asked to provide the relevant Razorpay transaction reference or other non-sensitive payment confirmation details.

Important: SMTPPrime will not require customers to disclose payment passwords, UPI PINs, one-time passwords, or complete card credentials to verify an order.

Account Review and Approval

SMTPPrime may review an account before enabling email sending access. This helps us assess legitimate service requirements and reduce the risk of spam, fraudulent messaging, or infrastructure abuse.

Depending on the circumstances, the review may involve:

• Confirming the customer's contact information.
• Understanding the intended email sending purpose.
• Reviewing expected sending volume.
• Requesting details about the sending domain.
• Clarifying how marketing recipients were obtained.
• Confirming compliance with applicable service policies.

An account may remain pending while necessary information is incomplete or being reviewed.

SMTPPrime may decline or restrict service where reasonably necessary due to legal requirements, security concerns, suspected abuse, or violations of our published policies.

Payment and refund consequences associated with an unapproved or undelivered service are handled according to the applicable purchase terms, our Refund Policy, and relevant law.

Service Provisioning and Configuration

Once the applicable payment and account requirements are satisfied, SMTPPrime proceeds with the necessary service setup. Depending on the selected product, this may include:

SMTP Service Provisioning

• Preparing the relevant SMTP service configuration.
• Assigning applicable server resources according to the confirmed arrangement.
• Establishing the required connection settings.
• Configuring or enabling relevant authentication access.
• Communicating connection information to the customer.
• Providing guidance on technical setup where included.

The availability of particular servers, IP resources, or dedicated infrastructure depends on the confirmed service arrangement. Purchasing a standard plan does not automatically include a dedicated IP address or exclusive infrastructure unless expressly stated.

Email Sending Application Provisioning

• Preparing the applicable application access.
• Enabling features included in the selected arrangement.
• Providing the relevant access instructions.
• Explaining any required initial configuration.
• Communicating information needed to begin using the application.

The exact configuration and available functions depend on the plan and service arrangement.

Service Delivery and Activation Timeframes

SMTPPrime aims to complete service provisioning and activation within a reasonable timeframe after successful payment verification, account approval, and receipt of the necessary setup information. However, SMTPPrime does not promise instant or automatic activation.

Activation time can vary depending on:

• The selected product and plan.
• Payment verification.
• Account review requirements.
• Server or IP resource availability.
• Technical configuration requirements.
• Sending-domain authentication.
• Customer-provided information.
• Third-party infrastructure or service dependencies.
• Security and abuse-prevention checks.

Where a particular delivery estimate is offered, it should be communicated during plan confirmation or in the applicable order documentation. Unless expressly agreed, an estimated activation time is not a guarantee that every technical setup will be completed by a particular hour or date.

If an activation issue occurs, customers can contact SMTPPrime for an update. Where SMTPPrime cannot provide a purchased service within a reasonable timeframe, available remedies may include correcting the issue, completing activation, or providing a refund when applicable under our Refund Policy and relevant law.

How Customers Receive Service Access

Following activation, SMTPPrime provides the applicable access information through a communication channel agreed or used during onboarding. Depending on the product, this information may include:

• SMTP hostname or connection details.
• Port and security requirements.
• Authentication credentials or instructions for obtaining them.
• Application access URL.
• Account login or setup instructions.
• Relevant sending limits.
• Necessary configuration guidance.
• Confirmation that service access has been enabled.

Not every item applies to every product. Customers are responsible for keeping their service credentials confidential and storing access information securely.

Customers should notify SMTPPrime if access details appear incorrect or if they suspect unauthorized use.

When a Service Is Considered Delivered

For the purposes of this policy, a service is generally considered provisioned and delivered when SMTPPrime has:

• Completed the applicable account approval and configuration requirements.
• Enabled the purchased service access or allocated the agreed resources.
• Provided the customer with the information reasonably necessary to access or begin configuring the service.

The specific deliverables are determined by the confirmed order and service arrangement.

Service activation is different from successful delivery of an individual email message. A provisioned SMTP connection or activated campaign application does not guarantee that every message sent through the service will reach the intended inbox.

Customers should review the relevant setup instructions and promptly report any problems accessing the purchased service.

Customer Responsibilities During Setup

Customers are expected to cooperate with the service activation process. Responsibilities may include:

• Providing accurate contact and billing information.
• Describing the intended sending activity truthfully.
• Providing appropriate sending-domain information.
• Completing required DNS or domain configuration.
• Keeping SMTP and application credentials secure.
• Confirming ownership or authorization to use relevant domains.
• Supplying additional information reasonably necessary for account approval.
• Reviewing and following setup instructions.
• Using the service only for authorized and lawful purposes.

Customers may need to configure SPF, DKIM, DMARC, or related DNS settings through their domain registrar or DNS provider. Some steps may require actions outside SMTPPrime's systems.

Delays caused by missing information, incorrect DNS settings, unavailable customer approvals, or third-party systems may affect the overall setup timeframe.

Testing and Initial Service Use

After activation, customers are encouraged to verify that their service is configured correctly. Relevant initial checks may include:

• Confirming that the provided access details work.
• Verifying the SMTP connection where applicable.
• Checking sending-domain authentication.
• Confirming application login access.
• Reviewing the selected sending limits.
• Testing an authorized sending workflow.
• Reviewing available error messages or delivery responses.

Customers should conduct tests responsibly and comply with their plan limits.

Important refund distinction: Under SMTPPrime's published Refund Policy, sending test emails or consuming paid sending resources can count as service usage. Customers concerned about refund eligibility should review the Refund Policy before running test messages.

Initial setup and validation do not guarantee future inbox placement or uninterrupted delivery.

Email Delivery and Inbox Placement

SMTPPrime provides infrastructure and tools that support legitimate email sending. However, email delivery involves multiple independent systems and factors, including:

• Sending-domain authentication.
• Sender and IP reputation.
• Recipient address validity.
• Email content and formatting.
• Recipient engagement.
• Spam complaints.
• Mailing list quality.
• Receiving-server policies.
• Network conditions.
• Third-party filtering systems.

SMTPPrime cannot control every decision made by receiving mailbox providers. Accordingly, we do not guarantee:

• That every email will be accepted by a receiving server.
• That every message will reach the inbox.
• That emails will never enter spam folders.
• That emails will never bounce.
• Specific open rates, click rates, or campaign outcomes.

We aim to support better sending practices and relevant infrastructure configuration, but sending outcomes remain subject to the factors described above.

Delays, Technical Issues, and Service Availability

Technical issues may occasionally affect activation or continued service access. Possible causes include:

• Server or network maintenance.
• Infrastructure provisioning delays.
• Technical faults.
• Security incidents.
• Payment processing issues.
• DNS or domain configuration problems.
• Third-party service interruptions.
• Abuse-prevention reviews.
• Other circumstances outside SMTPPrime's reasonable control.

SMTPPrime aims to investigate relevant service issues and take appropriate steps toward resolving them. We do not guarantee uninterrupted or error-free service or a specific uptime percentage unless separately agreed in writing.

Customers experiencing service access problems should contact our support team and provide sufficient information for us to review the issue.

Changes to an Activated Service

Customers may request changes to their service arrangement after activation. These may include:

• Changing a plan.
• Adjusting sending volume.
• Requesting different configuration requirements.
• Discussing additional resources.
• Changing authorized sending domains.
• Requesting assistance with a new application connection.

Requested changes are subject to technical feasibility, applicable plan conditions, available resources, and any additional charges communicated before approval.

Not every requested modification can be provided immediately or under an existing plan. Significant modifications may require additional verification or configuration time.

Service Suspension or Restrictions

SMTPPrime services must be used lawfully and responsibly. Access or sending privileges may be limited, suspended, or terminated where reasonably necessary, including for:

• Spam or unsolicited bulk email.
• Phishing or fraudulent communications.
• Unauthorized mailing lists.
• Security threats.
• Misuse of SMTP credentials.
• Violations of applicable laws.
• Non-payment.
• Breaches of our Terms of Use or Anti-Spam Policy.

Urgent security or abuse concerns may require immediate protective action. Any related cancellation or refund question will be assessed under the applicable terms, published policies, and legal requirements.

Read the full Anti-Spam Policy for more information.

Cancellations, Refunds, and Non-Delivery

Customers should review SMTPPrime's Refund Policy before purchasing a service.

Under the currently published policy, customers may qualify for the standard unused-service refund when the stated eligibility conditions are satisfied, including:

• Submitting the request within 72 hours of successful payment.
• Keeping the purchased paid service completely unused.
• Meeting the other conditions in the Refund Policy.
• Providing sufficient information to verify the transaction and service usage.

The 72-hour period starts at successful payment, not at activation. Sending test emails or consuming paid service resources can count as usage.

If SMTPPrime fails to deliver a purchased service within a reasonable timeframe, the matter will be reviewed, and appropriate remedies may include activation, correction, or a refund where applicable.

This Service Delivery Policy does not create a separate refund entitlement or override the published Refund Policy. Nothing in this policy limits rights or remedies that customers may have under applicable law.

For cancellation, payment, or refund assistance, contact support@smtpprime.com.

Contacting SMTPPrime About Service Delivery

If your order remains pending or you experience a problem with activation, contact us. Please provide the following information where available:

• Full name.
• Registered email address.
• Purchased service or plan.
• Order reference.
• Payment or Razorpay transaction ID.
• Date of payment.
• Description of the issue.
• Relevant technical error details, if applicable.

Do not send passwords, one-time passwords, UPI PINs, or complete payment card information.

Email: support@smtpprime.com
Phone: +91 8777566277
Website: https://smtpprime.com/
Contact Page: Contact Us

Changes to This Policy

SMTPPrime may update this Service Delivery Policy to reflect changes in operational procedures, available services, technical requirements, or applicable legal obligations.

Updated versions will be published on this page with a revised date.

Changes will not remove mandatory legal rights or override binding commitments already made to customers where such changes are prohibited by applicable law.

Customers are encouraged to review this policy periodically.