Legal
Service Level Agreement
Our uptime commitments, service credits, and support response time guarantees.
Last updated:
This SLA is incorporated into and forms part of the Terms of Service. It defines service levels, uptime commitments, and remedies applicable to MailAfiniti email hosting Services.
1. Uptime Commitment
99.9%
Email Delivery
SMTP uptime
99.9%
Email Retrieval
IMAP/POP3 uptime
99.99%
DNS / MX Records
DNS uptime
| Service | Monthly Uptime Target | Permitted Downtime/Month |
|---|---|---|
| Email delivery (SMTP) | 99.9% | ~43.8 minutes |
| Email retrieval (IMAP/POP3) | 99.9% | ~43.8 minutes |
| Webmail access | 99.5% | ~3.65 hours |
| Admin control panel | 99.5% | ~3.65 hours |
| DNS / MX records | 99.99% | ~4.4 minutes |
| Spam & virus filtering | 99.5% | ~3.65 hours |
2. Service Credits
If MailAfiniti fails to meet the monthly uptime commitments, you are eligible for service credits:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| 90.0% – 94.99% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
To claim a credit:
- Submit a claim to [email protected] within 30 days of the incident
- Include your account ID, dates/times of downtime, and description of impact
- Credits will be applied within one billing cycle of claim approval
Service credits are your sole remedy for downtime. Credits are not transferable, cannot be converted to cash, and do not apply if your account has an overdue balance.
3. Excluded Downtime
The following are not counted as Downtime for SLA purposes:
- •Scheduled maintenance announced at least 48 hours in advance
- •Downtime caused by Customer's actions or configurations
- •Downtime caused by Customer's third-party services or integrations
- •Force majeure events (natural disasters, internet infrastructure failures, etc.)
- •DDoS attacks or security incidents targeting Customer's domain
- •Downtime resulting from Customer's violation of the Terms of Service or AUP
- •Issues with Customer's internet service provider or local network
- •Email blocking or filtering by recipient mail servers (outside our control)
4. Email Delivery Standards
| Metric | Target |
|---|---|
| Inbound email to mailbox | 99% within 5 minutes under normal conditions |
| Outbound submission to relay | Within 30 seconds of acceptance |
| Spam detection rate | > 99.5% |
| False positive rate (legitimate mail flagged as spam) | < 0.1% |
| Virus/malware detection rate | > 99.9% |
Note: MailAfiniti controls delivery to our servers. Delivery to recipient servers depends on recipient infrastructure and is outside our SLA.
5. Support & Response Times
Response times are measured during business hours (09:00–18:00 UTC, Monday–Friday) for Standard and Priority tiers. Premium support is 24/7.
| Severity | Description | Standard | Priority |
|---|---|---|---|
| Critical | Complete service outage | 4 hours | 1 hour |
| High | Major feature unavailable | 8 hours | 4 hours |
| Medium | Degraded performance | 24 hours | 8 hours |
| Low | Minor issue, general questions | 72 hours | 48 hours |
6. Maintenance & Updates
Scheduled Maintenance
Announced via status page and email at least 48 hours in advance. Scheduled during low-traffic windows (typically weekends or off-peak hours). Target duration communicated at announcement.
Emergency Maintenance
May be performed with shorter notice when required for security or stability. Notice provided as soon as practically possible.
7. Data Backup & Recovery
| Backup frequency | Daily (minimum) |
| Backup retention | 30 days |
| Recovery Time Objective (RTO) | 4 hours (infrastructure failure) |
| Recovery Point Objective (RPO) | 24 hours |
Backup restoration is provided as a best-effort service for infrastructure failures. It is not a substitute for your own data backup practices.
8. Security Incident Response
| Action | Timeframe |
|---|---|
| Initial notification to Customer | Within 48 hours of confirmation |
| Preliminary incident report | Within 72 hours |
| Full incident report | Within 14 days |
| Remediation plan | Within 30 days |
Contact
- SLA claims & support: [email protected]
- Support: Help & Support page
- Related policies: Terms of Service · DPA · Acceptable Use Policy