Service Level Agreement (SLA)
1. Overview
This Service Level Agreement (“SLA”) outlines the service availability commitments for Mailly.io (“Service”). This SLA forms part of the Mailly Terms & Conditions.
2. Service Availability Commitment
Mailly commits to a 99.0% Monthly Uptime for the core platform, excluding scheduled maintenance and Excluded Events (defined below).
2.1 Definition of Uptime
Uptime is measured as the percentage of total minutes in a calendar month during which the core application interface is accessible.
3. Excluded Events
The following are excluded from uptime calculations:
- Scheduled maintenance (with reasonable notice where possible)
- Emergency maintenance required to address security risks
- Force majeure events (natural disasters, government actions, internet outages)
- Failures caused by third-party providers (email providers, cloud infrastructure, APIs)
- Customer misconfiguration or misuse
- Internet service provider failures outside our control
4. Scheduled Maintenance
We may perform scheduled maintenance to improve reliability or security. Where reasonably possible, maintenance will be communicated in advance. Scheduled maintenance does not count as downtime.
5. Support Response Targets
| Severity Level | Description | Initial Response Target |
|---|---|---|
| Critical | Complete platform outage affecting majority of users | Within 8 business hours |
| High | Major functionality impaired | Within 1 business day |
| Normal | Minor issue, bug, or question | Within 2 business days |
Response time means acknowledgment of the issue, not guaranteed resolution.
6. Service Credits
| Monthly Uptime | Service Credit |
|---|---|
| 98% – 99% | 5% of monthly subscription fee |
| 95% – 98% | 10% of monthly subscription fee |
| Below 95% | 20% of monthly subscription fee |
Service credits:
- Apply only to the affected billing month
- Must be requested within 30 days of incident
- Are applied as credit toward future invoices
- Do not constitute a refund
- Are the sole and exclusive remedy for downtime
7. Third-Party Dependencies
Mailly integrates with third-party providers (e.g., email infrastructure, cloud hosting). Downtime caused by third-party systems is not considered a breach of this SLA.
8. Limitation
This SLA applies only to paid subscriptions. Free trials or promotional plans are excluded unless otherwise agreed in writing.
9. Disclaimer
The Service is provided on an “as is” and “as available” basis. While we aim to maintain high availability, no system can guarantee uninterrupted operation.
10. Changes
Mailly may update this SLA from time to time. Updates will be posted with a revised effective date.