Service level agreement

DRAFT — not legal advice. Review with qualified counsel (Indian law: IT Act 2000, DPDP Act 2023; plus GDPR/UK GDPR if serving EU/UK customers) before publishing.

Last updated: [Effective date]

This SLA is part of the Terms of service. It applies only to paid Business plan subscriptions in good standing. The Free plan has no SLA and no service credits.

1. Commitment

We aim for at least 99.9% monthly uptime for the Business plan.

2. What counts as available

The service is available in a minute if customers can do all of the following:

sign in to webmail;
read mail over IMAP or webmail;
send mail via SMTP submission or webmail (within plan limits);
receive mail on correctly configured domains (accepted by our inbound servers).

A minute is downtime if any of these fails for most customers in the region, as measured by our monitoring. The admin dashboard and API are [included / excluded] from the calculation.

Monthly uptime % = (total minutes in month − downtime minutes) ÷ total minutes in month × 100.

3. Measurement

Uptime is measured by external checks every [1] minute from [at least two] locations and published on our status page at [Status page URL]. Status page records are the reference for claims. Incidents and maintenance are posted there.

4. Exclusions

Downtime does not include problems caused by:

scheduled maintenance announced at least [48 hours] ahead on the status page, up to [4] hours a month, ideally between [00:00–06:00 IST];
emergency security maintenance;
your DNS, domain registrar, network, devices or mail clients;
delays or rejections by recipient mail servers, or delivery to spam folders;
suspensions under the Acceptable use policy or terms, or non-payment;
reaching plan limits (sending quota, storage, message size);
beta, preview or optional features (including imports and connectors);
events beyond our reasonable control, such as major outages of internet backbone, natural disasters or government action;
failures of third-party mail providers outside our network.

5. Service credits

Monthly uptime	Credit (% of that month's Business fee)
Below 99.9% but at least 99.0%	10%
Below 99.0% but at least 95.0%	25%
Below 95.0%	50%

Credits apply against future invoices. They are not paid as cash and cannot be transferred.
Total credits in a month are capped at 50% of that month's fee.
[Counsel and business to confirm:] service credits are your only remedy for missing the uptime target.

6. Claiming a credit

Email [Support email] within 30 days of the end of the affected month with your account ID, the dates and times, and what was affected. We reply within [10 business days]. Approved credits appear on your next invoice.

7. Support response targets (Business)

Severity	Example	First response
Critical	Service down for your organisation	[1 hour, 24×7]
High	Major feature broken, no workaround	[4 business hours]
Normal	Questions, minor issues	[1 business day]

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Placeholders to fill

[Effective date]
Whether the dashboard/API counts toward uptime
[Status page URL]; check interval and locations
Maintenance notice, monthly cap and window
Credit tiers and cap (proposed values above)
Sole-remedy wording
[Support email]; claim response time
Support response targets and hours