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 | 99.98% | 1 day |
| 1 - 2 hours | 99.85% | 2 days |
| 2 - 4 hours | 99.70% | 5 days |
| 4 - 7 hours | 99.50% | 10 days |
| 7+ hours | 99.00% | 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.
© 2025 — Maileroo