Service Level Agreement
Effective: January 2025
1. Availability
MooseMailer targets:
- 99.9% monthly uptime for application access and API availability.
Email delivery relies on external mailbox providers (Gmail, Outlook, Yahoo, etc.), and therefore inbox placement cannot be guaranteed.
2. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| P1 | Platform outage or sending stopped | ≤ 4 hours |
| P2 | Major feature impairment | ≤ 8 hours |
| P3 | Standard support requests | ≤ 24 hours |
| P4 | Non-urgent requests | ≤ 48 hours |
Support channels: email & ticketing.
3. Maintenance Windows
We may conduct scheduled maintenance:
- With at least 24 hours' notice
- During low-traffic periods
- Except in emergencies
4. Deliverability Conditions
MooseMailer will:
- Monitor IP/domain reputation
- Authenticate domains (SPF, DKIM, DMARC)
- Provide diagnostic warnings
But cannot guarantee:
- Inbox vs Promotions placement
- Non-blocking by specific providers
- Engagement levels
5. Service Credits
If uptime drops below target:
| Uptime | Credit |
|---|---|
| 99.0–99.9% | 5% of monthly fee |
| 98.0–99.0% | 10% |
| < 98.0% | 20% |
Credits apply only to future invoices and require a request within 30 days.
6. Exclusions
Credits do not apply to:
- Customer misuse
- Anti-spam or abuse suspensions
- DNS misconfigurations
- Third-party service outages
- Force majeure events