Service Level Agreement

Introduction

This Service Level Agreement ("SLA") outlines the guaranteed uptime, support commitments, and compensation for service disruptions for the following Maileroo services:

SMTP (and API) Relay
Inbound Routing
Email Marketing Platform

Service Availability

Maileroo guarantees a 99.90% uptime for the above-listed services on a monthly basis. This allows for a maximum of 43 minutes and 12 seconds of downtime per month.

Service Exclusions

The SLA does not cover downtime due to:

Scheduled maintenance (with at least 24 hours prior notice)
Force majeure events (natural disasters, government actions, etc.)
Customer-side issues (network failures, misconfigurations, rate limits exceeded, etc.)
Third-party service provider failures beyond Maileroo's control
Free-tier users: Free users are not covered under this SLA and do not qualify for service credits.

Service Credits

If Maileroo fails to meet the 99.90% uptime commitment, customers may be eligible for service credits as follows:

Outage Time Frame	Effective Approx Availability	Service Credit (Days)
Less than 43 minutes	99.90%	N/A
44 - 59 minutes	99.86%	1 day
1 - 2 hours	99.72%	2 days
2 - 4 hours	99.44%	5 days
4 - 7 hours	99.03%	10 days
7+ hours	< 99.03%	28 days

Eligibility for Service Credits:

Customers must submit a written request for service credits within 10 business days of the reported incident.
Service credits apply only to future payments and cannot be refunded as cash.

Contact Us

Should you have any questions or concerns about this SLA, please click here to contact our support team.