Service Level Agreement
Example availability, maintenance, support, and service credit terms for enterprise SaaS customers using EmailGuard.
Overview
This Service Level Agreement ("SLA") describes example service availability and support commitments for enterprise customers of EmailGuard. It applies only if incorporated into a signed agreement or order form.
This is template SLA language for a SaaS deployment. Review and adapt it to match your actual hosting architecture, monitoring, support team, and commercial commitments before use.
Availability target
Unless an order form states otherwise, the example monthly uptime target for production service availability is 99.9%.
Availability is calculated as:
(Total minutes in the calendar month - Excluded minutes - Downtime minutes) / (Total minutes in the calendar month - Excluded minutes) x 100
Downtime
Downtime means the production service is unavailable to substantially all customers due to a failure in systems controlled by us.
Downtime does not include excluded events, degraded non-critical functionality, customer-specific configuration issues, or third-party services outside our control.
Exclusions
The SLA does not apply to downtime or performance issues caused by:
- Scheduled maintenance or emergency maintenance.
- Customer systems, devices, networks, credentials, integrations, scripts, or misuse.
- Third-party services not controlled by us, including cloud providers, DNS providers, payment providers, OAuth providers, app stores, and customer-selected integrations.
- Force majeure events, internet-wide incidents, denial-of-service attacks, or attacks despite reasonable safeguards.
- Beta, preview, trial, free, sandbox, development, or non-production services.
- Suspension, rate limiting, or enforcement under the Acceptable Use Policy or agreement.
- Customer failure to follow documentation, security guidance, or support instructions.
Scheduled maintenance
We may perform scheduled maintenance to improve reliability, security, or performance. When practical, we will provide advance notice for maintenance expected to materially affect production availability.
Emergency maintenance may be performed without advance notice when needed to address security, data integrity, or service reliability risks.
Service credits
If the availability target is not met for a calendar month, an eligible customer may request a service credit. Example credits:
| Monthly uptime | Service credit |
|---|---|
| 99.0% to less than 99.9% | 5% of monthly fees for the affected service |
| 95.0% to less than 99.0% | 10% of monthly fees for the affected service |
| Less than 95.0% | 25% of monthly fees for the affected service |
Service credits are the customer's sole and exclusive remedy for SLA failures unless a signed agreement states otherwise. Credits may not exceed the fees paid for the affected service for the month in which the failure occurred.
Claim process
To request a service credit, email [email protected] within 30 days after the end of the month in which the alleged SLA failure occurred. Include:
- Customer name and workspace or account identifier.
- Dates and times of the alleged downtime.
- Description of the impact.
- Logs, screenshots, monitoring data, or support ticket references if available.
We will review the request in good faith using available monitoring, logs, support records, and customer-provided evidence.
Support priorities
Example support priorities:
| Priority | Description | Example target response |
|---|---|---|
| P1 Critical | Production service unavailable or major security incident affecting many users | 1 business hour |
| P2 High | Major feature unavailable with no reasonable workaround | 4 business hours |
| P3 Normal | Partial degradation, non-critical defect, or support question | 1 business day |
| P4 Low | Documentation, enhancement request, or general question | 2 business days |
Response targets are not resolution guarantees. Support hours, channels, and escalation paths should be specified in the applicable order form or support plan.
Customer responsibilities
Customers must maintain supported configurations, protect credentials, monitor their integrations, provide timely information, and cooperate in troubleshooting. SLA commitments may not apply if customer action or inaction prevents diagnosis or remediation.
Changes
We may update this SLA from time to time. Existing signed agreements control if they include different service level terms.
Contact
SLA and support questions can be sent to [email protected].
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