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SW-SAAS-COMP-002

Service Component - Notifications

Version

1.0

Owner

SaaS Service Manager

Effective Date

2025-01-15

Review Date

2026-01-15

Service Component - Notifications

Document ID: SW-SAAS-COMP-002
Parent Service Description: SW-SAAS-SVC-001
Date: 2025-01-15
Version: 1.0
Classification: Confidential

This Service Component document provides detailed specifications for the Swedwise Notifications component of the Swedwise SaaS Platform. Notifications enables multi-channel message delivery including email and SMS.

1.2. Document Hierarchy

SW-SAAS-SVC-001 (Platform Service Description)
    └── Service Components
         ├── SW-SAAS-COMP-001 (Communications)
         ├── SW-SAAS-COMP-002 (This Document - Notifications)
         └── [Future Components]

SW-SAAS-ARCH-001 (Platform Architecture)
    └── Architecture Addendums
         ├── SW-SAAS-ARCH-COMP-001 (Communications Architecture)
         └── SW-SAAS-ARCH-COMP-002 (Notifications Architecture)

1.3. Component Summary

Attribute	Value
Component Name	Swedwise Notifications
Technology	OpenText Notifications + Email/SMS Gateways
Category	Multi-Channel Notification Delivery
Purpose	Email and SMS notification delivery with tracking
Related Architecture	SW-SAAS-ARCH-COMP-002

2. Component Description

2.1. What is Swedwise Notifications?

Swedwise Notifications is a multi-channel notification delivery service that enables organizations to send transactional and event-driven messages to customers via email and SMS. Key capabilities include:

Multi-Channel Delivery: Email and SMS through unified API
High-Volume Processing: Millions of notifications per month
Delivery Tracking: Real-time status updates and analytics
Template Management: Pre-built and customizable templates

2.2. Core Capabilities

Capability	Description
Email Delivery	Transactional and batch email with attachments
SMS Delivery	Text messages to Swedish and international numbers
Delivery Tracking	Status: sent, delivered, opened, clicked, bounced
Templates	Reusable notification templates with variables
Personalization	Dynamic content based on recipient data
Analytics	Open rates, click rates, delivery metrics
Bounce Handling	Automatic suppression and retry logic

2.3. Supported Channels

Channel	Technology	Features
Email	SMTP Gateway	HTML/text, attachments, tracking pixel, link tracking
SMS	Swedish SMS Provider	Unicode support, delivery reports, sender ID
[Future] Push	Mobile push	iOS, Android notifications

2.4. Target Use Cases

Transactional Notifications:

Payment confirmations
Order updates
Account changes
Security alerts
Verification codes (OTP)

Document Delivery:

Invoice delivery (with attachment)
Statement notifications
Document ready alerts

System Notifications:

Password resets
Login alerts
Service updates

3. Service Features

3.1. Email Notifications

Features

Feature	Description
HTML & Plain Text	Both formats for compatibility
Attachments	PDF, documents up to 10 MB
Personalization	Merge fields from recipient data
Open Tracking	Know when emails are opened
Click Tracking	Track link clicks
Unsubscribe	One-click unsubscribe support

Email Authentication

SPF: Sender Policy Framework records
DKIM: DomainKeys Identified Mail signing
DMARC: Domain-based Message Authentication

Swedwise provides DNS records; customer adds to their domain.

Sender Configuration

Custom sender addresses (from@customer.com)
Custom reply-to addresses
Sender name personalization

3.2. SMS Notifications

Features

Feature	Description
Text Messages	Standard and Unicode messages
Delivery Reports	Confirmation of delivery to handset
Sender ID	Alphanumeric sender (e.g., "CustomerCo")
Character Encoding	GSM-7 (160 chars) or UCS-2 (70 chars)

SMS Limitations

Limit	Value
Message Length (GSM-7)	160 characters
Message Length (Unicode)	70 characters
Sender ID Length	11 alphanumeric characters
Long Messages	Concatenated (multipart SMS)

Geographic Coverage

Sweden: Full coverage, all carriers
Nordics: Denmark, Norway, Finland
International: Available (additional charges)

3.3. Delivery Tracking

Event Types

Event	Channel	Description
queued	Both	Notification accepted and queued
sent	Both	Sent to provider
delivered	Both	Confirmed delivery
opened	Email	Recipient opened email
clicked	Email	Recipient clicked link
bounced	Email	Delivery failed
failed	Both	Permanent delivery failure
unsubscribed	Email	Recipient unsubscribed

Webhooks

Real-time event delivery to customer endpoint
Signed payloads for security
Retry on failure

3.4. Templates

Template Features

HTML email templates
SMS message templates
Variable substitution ({{variable}})
Conditional content
Reusable across notifications

Template Management

Create/edit via API or admin portal
Version control
Preview before sending
Template categories

4. Service Levels

4.1. Availability

Metric	Target
Service Availability	99.9% (excludes planned maintenance)
Planned Maintenance	Weekly window: Wed 22:00-02:00 CET

4.2. Performance

Metric	Target
Email Send Latency (p95)	< 30 seconds
SMS Send Latency (p95)	< 10 seconds
Queue Wait Time	< 60 seconds

4.3. Delivery Rates

Metric	Target
Email Delivery Rate	>= 99% (excluding hard bounces)
SMS Delivery Rate	>= 98%

Delivery rates depend on recipient validity and network availability.

5. Quotas and Limits

5.1. Volume Limits

Limit	Standard	Enterprise
Emails per Month	100,000	1,000,000+
SMS per Month	10,000	100,000+
Batch Size	1,000 recipients	10,000 recipients

5.2. Rate Limits

Limit	Standard	Enterprise
Email Rate	1,000/hour	10,000/hour
SMS Rate	500/hour	5,000/hour
API Requests	100/min	1,000/min

5.3. Content Limits

Limit	Value
Email Attachment Size	10 MB total
Email Body Size	1 MB
SMS Message Parts	10 (concatenated)
Recipients per Email	50 (To), 50 (CC), 50 (BCC)

6. Pricing

6.1. Pricing Model

Notifications is priced based on:

Base Subscription: Monthly platform fee
Email Volume: Per-email charges
SMS Volume: Per-SMS charges (by region)

6.2. Email Pricing

Volume	Price per Email
0 - 10,000	Included in base
10,001 - 100,000	0.05 SEK
100,001 - 500,000	0.03 SEK
500,001+	Custom pricing

6.3. SMS Pricing

Region	Price per SMS
Sweden	0.30 SEK
Nordics	0.50 SEK
International	1.00 SEK+ (varies)

6.4. Pricing Tiers

Tier	Monthly Fee	Included Emails	Included SMS
Starter	5,000 SEK	10,000	1,000
Standard	15,000 SEK	100,000	10,000
Enterprise	Custom	Custom	Custom

For detailed pricing, see SW-SAAS-PRC-001 and SW-SAAS-PRC-COMP-002.

7. Integration

7.1. API Integration

Base URL: https://api.swedwise.com/v1/notifications

Authentication: API Key or OAuth 2.0

Key Endpoints

Endpoint	Method	Purpose
`/email`	POST	Send email
`/email/batch`	POST	Send batch emails
`/sms`	POST	Send SMS
`/sms/batch`	POST	Send batch SMS
`/{id}/status`	GET	Get delivery status
`/templates`	GET/POST	Manage templates

7.2. Integration with Communications

Notifications integrates with the Communications component:

Document Generated → Notification Triggered → Email Sent with Attachment

Attach generated documents to emails
Trigger notifications on document completion
Unified delivery tracking

7.3. Webhooks

Configure webhooks to receive delivery events:

{
  "url": "https://your-system.com/webhooks/notifications",
  "events": ["delivered", "bounced", "opened", "clicked"],
  "secret": "your-webhook-secret"
}

8. Onboarding

8.1. Onboarding Steps

Domain Setup (Week 1)
- Email sending domain verified
- DNS records added (SPF, DKIM, DMARC)
- Sender addresses configured
SMS Setup (Week 1-2)
- SMS sender ID registered
- Test messages sent
- Delivery reports verified
Integration (Week 2-4)
- API credentials provisioned
- Integration developed
- Test notifications sent
Go-Live (Week 4)
- Production enabled
- Monitoring configured
- Handover to support

For detailed onboarding, see SW-SAAS-ONB-001 and SW-SAAS-ONB-COMP-002.

9. Support

9.1. Support Scope

Included in Support:

Notification delivery issues
API connectivity and errors
Bounce investigation
Configuration assistance
Provider issues

Not Included:

Email content design (Professional Services)
Deliverability consulting (Professional Services)
Custom integration development

9.2. Response Times

Severity	Initial Response	Target Resolution
Critical	15 minutes	4 hours
High	1 hour	8 hours
Medium	4 hours	24 hours
Low	8 hours	5 business days

10. Security

10.1. Data Security

Encryption at Rest: AES-256
Encryption in Transit: TLS 1.3
Data Residency: Sweden
Retention: Configurable (default 90 days)

10.2. Email Security

DKIM Signing: All outbound emails signed
SPF Records: Prevent spoofing
DMARC Compliance: Domain authentication

10.3. Privacy

Recipient Data: Treated as PII
Tracking Options: Can be disabled per message
Unsubscribe: Automatic suppression

For detailed security, see SW-SAAS-SVC-001 Section 9.

11. Best Practices

11.1. Email Deliverability

Keep email lists clean (remove bounces)
Use consistent sender addresses
Avoid spam trigger words
Include unsubscribe option
Monitor bounce rates

11.2. SMS Best Practices

Keep messages concise
Include clear sender identification
Respect time-of-day preferences
Use Unicode only when necessary
Include opt-out instructions where required

11.3. Rate Management

Spread batch sends over time
Implement retry with backoff
Monitor rate limit usage
Request quota increases in advance

Document ID	Title
SW-SAAS-SVC-001	Platform Service Description
SW-SAAS-ARCH-001	Platform Technical Architecture
SW-SAAS-ARCH-COMP-002	Notifications Technical Architecture
SW-SAAS-ONB-001	Platform Onboarding Guide
SW-SAAS-ONB-COMP-002	Notifications Onboarding Addendum
SW-SAAS-PRC-001	Platform Pricing Framework
SW-SAAS-PRC-COMP-002	Notifications Pricing Addendum
SW-SAAS-OPS-001	Platform Operations Guide
SW-SAAS-OPS-COMP-002	Notifications Operations Addendum

Document Control

Version	Date	Author	Changes
1.0	2025-01-15	SaaS Service Manager	Initial Notifications component document

Classification: Confidential
Distribution: Customers under NDA
Review Date: 2026-01-15

This document is confidential and intended for Swedwise AB customers. Unauthorized distribution is prohibited.