1. Overview

This policy describes how NomaSign delivers its service: how accounts are activated, when the platform is available, and how support works.

2. Account Activation

Account creation is instant. Once you sign up you can log in straight away, connect your cloud storage (OneDrive or Google Drive) and start sending documents. A confirmation email goes out for your records.

If you subscribe to a paid plan, access to paid features unlocks as soon as the payment is processed. You'll also get an email confirming your plan and billing details.

3. Service Delivery

NomaSign runs entirely in the cloud. Nothing to ship, install or download. You access the service through a web browser at app.nomasign.com.

The aim is to keep the platform available 24 hours a day, 7 days a week. In practice, occasional downtime does happen. Scheduled maintenance (usually during low-traffic hours, with notice where we can give it), urgent security updates, and circumstances that are simply outside our control.

When you send a document for signing, the notification email usually arrives within a few minutes. Actual delivery time depends on factors we don't control: the recipient's mail server, their spam filters, and overall email traffic. When someone reports not receiving an email, those factors are almost always the cause.

4. Service Level Targets

These are internal targets, not guarantees. Real-world performance varies, and it varies more during peak periods or unusual circumstances.

Metric	Target
Platform availability	99.5% (excluding scheduled maintenance)
Signing notification emails	Sent within 5 minutes under normal conditions
Document processing	Typically under 30 seconds
Email support response	Within 24 business hours

5. Support

Support runs through email at . All subscription tiers get support access.

Inquiries are monitored during business hours: Monday to Friday, 9 AM to 5 PM South African Standard Time (SAST), excluding public holidays. Anything that comes in outside those hours gets handled on the next business day.

For common questions, the help docs and FAQs often answer faster than waiting on a support reply.

6. Factors Outside Our Control

Some of your NomaSign experience depends on things we can't see or fix. The quality of your internet connection, whether Microsoft or Google services are having a bad day, your recipient's email setup, and whether your browser is reasonably current.

For best results, stick with a recent version of Chrome, Firefox, Safari, or Edge.

7. Service Changes

NomaSign is under active development. New features get added, issues get fixed, and every now and then functionality that didn't pan out gets retired. Most updates ship without any interruption to the service. If a planned change will significantly affect how you use the product, we'll give notice where we practically can.

8. Contact

Questions about service delivery, or need to report an issue? Email .