If we miss a silent send failure in your first 90 days, your next three months are free.
Most monitoring tools tell you the send was attempted. Telltide tells you when it should have left and did not. The guarantee below puts that promise in writing.
Detection Guarantee, written down. If Telltide misses a silent send failure on a monitored flow during your first 90 days as a paying customer, your next three months of Starter are free. One page of terms. Plain English. No carve-outs.
The explainer
If Telltide misses a silent send failure on a monitored flow during your first 90 days as a paying customer, your next three months of Starter are free. We can stand behind that because the monitoring runs from outside your sending platform, so the cost of honouring a claim is small against the cost a quiet flow already imposes on you. Full terms below.
The terms, in plain English
- Silent send failure
- A CRM-triggered send that should have left your sending platform and did not. The trigger event fired, the recipient was eligible, the flow was active, and the send did not reach the queue or did not exit the platform.
- A qualifying miss
- Telltide had an active monitor on the affected flow at the time of the missed send. You report the miss to us within 30 days of the end of the affected window. We confirm the miss from your sending platform logs.
- The remedy
- Three months of your current Starter plan free, applied as credit against your next three invoices. If you would prefer a pro-rated credit equal only to the months containing the miss, you may elect that instead in writing when you submit the claim. One remedy per claim, one claim per customer in the 90-day window.
- Exclusions
- Sending-platform outages that affected all senders on that platform at the same time. Configuration changes you or your team made after monitor setup. Flows you paused or disabled. Monitors set up after the missed send occurred.
- One claim per customer in the 90-day window
- Honour-based, not bureaucratic. We will work the claim with you, not against you.
FAQ
What counts as a silent send failure?
A send your CRM thought it triggered, that never left your sending platform. The trigger event fired, the recipient was eligible, the flow was active, and the message did not reach the send queue or did not exit the platform. Hard bounces and suppressions do not count, those are visible failures.
What if the miss happens after 90 days?
The guarantee covers your first 90 days as a paying customer. After that, you keep the monitoring and the alerts, you do not keep the remedy. We considered extending it and concluded a tighter window protects the offer for everyone.
How do I claim?
Email support@telltide.io with the flow name, the affected window, and any send-platform log excerpt that shows the silent miss. We confirm from the underlying platform logs within five working days and apply the credit to your next invoice.
What if the sending platform itself was down?
Platform-wide outages are excluded. If your platform of choice posts an incident that affected all senders at the same time, that window is not a qualifying miss. We will still flag it for you in-app, it just does not trigger the remedy.
Does this apply to every flow I run?
It applies to flows that had an active Telltide monitor at the time of the missed send. A flow you added after the miss is not retroactively covered. A flow you paused, or a monitor you disabled, is not covered for the paused window.
Why three months and not a year?
We sized the remedy so we can actually honour it without arguing the claim. A guarantee you can pay out cleanly beats a larger one you would resist. Three months of Starter is meaningful credit against the cost a quiet flow already imposes on a programme of any size.
Last updated 2026-05-18. The guarantee text is the same one we send to procurement teams. If you need a signed version on your paper, write to legal@telltide.io.