diff --git a/app/main/views/index.py b/app/main/views/index.py
index 0aad99e2a..d3b9fae03 100644
--- a/app/main/views/index.py
+++ b/app/main/views/index.py
@@ -41,6 +41,11 @@ def terms():
     return render_template('views/terms-of-use.html')
 
 
+@main.route('/delivery-and-failure')
+def delivery_and_failure():
+    return render_template('views/delivery-and-failure.html')
+
+
 @main.route('/documentation')
 def documentation():
     curr_dir = os.path.dirname(os.path.realpath(__file__))
diff --git a/app/templates/admin_template.html b/app/templates/admin_template.html
index 0c84a250e..2e68eb492 100644
--- a/app/templates/admin_template.html
+++ b/app/templates/admin_template.html
@@ -85,9 +85,10 @@
         <div class="column-one-third">
           <h2>Help</h2>
           <ul>
-            <li><a href="{{ url_for('main.tour', page=1) }}">Take the tour</a></li>
+            <li><a href="{{ url_for('main.tour', page=1) }}">Tour</a></li>
             <li><a href="{{ url_for("main.trial_mode") }}">Trial mode</a></li>
             <li><a href="{{ url_for("main.pricing") }}">Pricing</a></li>
+            <li><a href="{{ url_for("main.delivery_and_failure") }}">Delivery and failure</a></li>
           </ul>
         </div>
         <div class="column-one-third">
diff --git a/app/templates/views/delivery-and-failure.html b/app/templates/views/delivery-and-failure.html
new file mode 100644
index 000000000..7b3cc3f94
--- /dev/null
+++ b/app/templates/views/delivery-and-failure.html
@@ -0,0 +1,73 @@
+{% extends "withoutnav_template.html" %}
+
+{% block page_title %}
+Delivery and failure – GOV.UK Notify
+{% endblock %}
+
+{% block maincolumn_content %}
+
+<div class="grid-row">
+  <div class="column-two-thirds">
+
+    <h1 class="heading-large">
+      Message delivery and failure
+    </h1>
+
+    <h1 id="messagedeliveryandfailure">Delivery and failure</h1>
+
+    <p>Our delivery states are:</p>
+
+    <ul>
+      <li><a href="#sending">Sending</a></li>
+      <li><a href="#delivered">Delivered</a></li>
+      <li><a href="#permanent-failure">Permanent failure</a></li>
+      <li><a href="#temporary-failure">Temporary failure</a></li>
+      <li><a href="#technical-failure">Technical failure</a></li>
+    </ul>
+
+    <p>Our delivery states are the same for both email and text message.</p>
+
+    <h2 id="sending">Sending</h2>
+
+    <p>All new messages start with the state ‘Sending’.</p>
+
+    <p>If we can’t deliver a message straight away, we’ll keep trying for up to 24 hours.</p>
+
+    <h2 id="delivered">Delivered</h2>
+
+    <p>This means the message is in the person’s email inbox or on their phone.</p>
+
+    <p>We can’t tell you if they’ve read it – to do so would require invasive and unreliable tracking techniques.</p>
+
+    <h2 id="permanent-failure">Permanent failure</h2>
+
+    <p>This means the email address or mobile number doesn’t exist or is blacklisted – also known as a ‘hard bounce’.</p>
+
+    <p>You’re still billed for these text messages.</p>
+
+    <p><strong>You need to remove this email address or mobile number from your database.</strong></p>
+
+    <h2 id="temporary-failure">Temporary failure</h2>
+
+    <p>This means the email address or mobile number was full, or the mobile phone was switched off – also known as a ‘soft bounce’.</p>
+
+    <p>We’ll retry emails for up to 15 minutes and text message for up to 24 hours. Messages still being retried are marked as ’Sending’. We mark messages as ‘Temporary failure’ once we’ve given up.</p>
+
+    <p>You’re still billed for these messages.</p>
+
+    <p><strong>You can choose to retry this message later or not.</strong></p>
+
+    <h2 id="technical-failure">Technical failure</h2>
+
+    <p>This means there is a problem with the connection between Notify and our email or text message delivery partners.</p>
+
+    <p>We’ll try to send these messages for up to 24 hours. Messages still being retried are marked as ’Sending’. We mark messages as ‘Temporary failure’ once we’ve given up.</p>
+
+    <p>You won’t be billed for these messages.</p>
+
+    <p><strong>You need to retry this message yourself later.</strong></p>
+
+  </div>
+</div>
+
+{% endblock %}