Service Level Agreement (SLA)
Effective Date: September 29, 2025 • Support: support@mailopened.com
1) Availability Target
We target 99.9% monthly uptime for the production Service.
2) Measurement & Exclusions
Uptime is measured via our external monitoring for core endpoints. Exclusions include: scheduled maintenance, force majeure, internet/third-party network issues outside our control, acts/omissions by you or your vendors, and beta/pre-release features.
3) Service Credits
| Monthly Uptime | Credit |
|---|---|
| < 99.9% and ≥ 99.0% | 5% of monthly fee |
| < 99.0% and ≥ 98.0% | 10% of monthly fee |
| < 98.0% | 25% of monthly fee |
Credits apply to the affected month, are not refunds, and require an active, paid account in good standing.
4) Support & Response Targets
- Business hours: Best-effort responses within 1 business day.
- Critical incidents (P0/P1): 24×7 best-effort acknowledgment via monitoring/on-call.
5) Maintenance Windows
We schedule maintenance during off-peak hours and announce in advance when feasible. Emergency maintenance may occur as needed.
6) Claim Process
Submit a claim within 30 days of the incident to support@mailopened.com with timestamps, affected features, and error evidence. We will validate using our logs/monitoring.