Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") applies to paid subscribers of MailSentinel Pro and Enterprise plans. Free Tier users are not covered by this SLA but benefit from our general service quality commitments.

This SLA is incorporated into and subject to the Terms of Service.

2. Service Availability

2.1 Uptime Commitment

2.2 Uptime Calculation

Monthly Uptime Percentage is calculated as:

"Downtime" means the Service is unavailable or substantially impaired for all users. Brief interruptions of less than 5 minutes are not counted as Downtime.

3. Exclusions

The following are excluded from Downtime calculations:

• Scheduled Maintenance: Planned maintenance windows announced at least 48 hours in advance
• Emergency Maintenance: Critical security patches or urgent fixes
• Force Majeure: Events beyond our reasonable control (natural disasters, wars, government actions)
• Third-Party Issues: Failures of third-party services (DNS providers, ISPs, etc.)
• Customer Actions: Downtime caused by customer configuration or actions
• DDoS Attacks: Service degradation due to denial-of-service attacks
• Beta/Preview Features: Features explicitly marked as beta or preview

4. Service Credits

4.1 Credit Schedule

If we fail to meet the uptime commitment, you are eligible for service credits:

4.2 Credit Request Process

• Submit a credit request within 30 days of the incident
• Email support@mailsentinel.io with subject "SLA Credit Request"
• Include your account email, affected dates, and description of the issue
• We will review and respond within 10 business days

4.3 Credit Limitations

• Maximum credit per month: 100% of that month's fees
• Credits are not refundable for cash
• Credits must be used within 12 months
• Credits cannot be transferred to other accounts
• Account must be in good standing to receive credits

5. Support Response Times

5.1 Severity Levels

5.2 Response Time Commitments

5.3 Support Channels

• Email: support@mailsentinel.io (all plans)
• In-App Chat: Available during business hours (all plans)
• Phone: Enterprise plans only
• Dedicated Slack Channel: Enterprise plans only

6. Data Processing SLA

6.1 DMARC Report Processing

6.2 API Performance

• Average API response time: < 500ms for 95% of requests
• API availability: Same as overall service uptime SLA
• Rate limit responses: Immediate (no queuing)

7. Security Commitments

8. Maintenance Windows

8.1 Scheduled Maintenance

• Scheduled maintenance windows: Sundays 2:00 AM - 6:00 AM UTC
• Advance notice: Minimum 48 hours for standard maintenance
• Typical duration: Less than 2 hours
• Notification channels: Email, in-app banner, status page

8.2 Emergency Maintenance

Emergency maintenance for critical security patches or urgent fixes may be performed with shorter notice. We will notify affected customers as soon as possible.

9. Status and Communication

9.1 Status Page

Real-time service status is available at status.mailsentinel.io. The status page includes:

• Current system status
• Incident history
• Scheduled maintenance calendar
• Historical uptime metrics

9.2 Incident Communication

During incidents, we will provide updates via the status page at least every 30 minutes until resolution. Post-incident reports are published within 5 business days for major incidents.

10. Changes to This SLA

We may update this SLA from time to time. We will provide at least 30 days' notice before making changes that materially reduce our commitments. The SLA in effect at the start of each billing period applies for that period.

11. Contact

For SLA-related inquiries or credit requests: