Legal
Service Level Agreement
Last updated 27 August 2026 · Effective 27 August 2026
This Service Level Agreement (“SLA”) is the uptime commitment referred to in clause 8.2 of the Terms and Conditions. Words defined there have the same meaning here.
It applies to the paid Pro and Team plans only. It does not apply to the Hobby plan, which is free, or to features labeled beta, preview, or experimental — neither carries any availability commitment.
1. What we commit to
MailMonk has two parts that fail independently, so there are two commitments. Email is store-and-forward: a message accepted by our mail infrastructure is queued and retried, so mail keeps arriving even while the web application is unavailable. Treating both as one number would misdescribe what actually happens to your mail.
| Commitment | What it covers | Monthly uptime |
|---|---|---|
| Mail Service | Accepting inbound mail addressed to a verified Domain and delivering it to the correct Mailbox, and accepting outbound mail submitted through the Service and handing it to our mail provider for delivery | 99.9% |
| Dashboard | The web application and the authenticated API — reading, searching, composing, and managing Domains, Mailboxes, and account settings | 99.5% |
99.9% permits about 43 minutes of Downtime in a 30-day month. 99.5% permits about 3 hours and 36 minutes.
2. Definitions
2.1 Monthly Uptime Percentage. For a calendar month, the total number of minutes in the month less the minutes of Downtime, divided by the total number of minutes in the month, expressed as a percentage and calculated separately for each commitment.
2.2 Downtime. For the Mail Service, a period during which mail addressed to correctly configured Domains is rejected or is not delivered to the correct Mailbox, or during which outbound submissions fail. A message delayed but ultimately delivered is not Downtime; email is an asynchronous medium and queuing is normal operation. For the Dashboard, a period during which the application returns errors or fails to respond to substantially all requests.
2.3 Downtime excludes any period covered by Section 5, and any minute in which the affected function was working for other customers and the failure was specific to your configuration.
2.4 Monthly fee. The fee attributable to the affected month for the affected Plan. For an annual subscription this is one twelfth of the annual fee.
3. How we measure it
3.1 Downtime is measured in whole minutes, from the first failed check to the first subsequent successful check. Availability is measured by automated checks run at least once a minute from more than one network location, against both the Dashboard and an end-to-end pipeline check that asserts each hop between a message being accepted and the corresponding record existing.
3.2 Our monitoring records are the primary evidence. Where you present credible evidence of Downtime that our monitoring did not record — delivery logs, bounce messages, timestamped errors — we will investigate in good faith and will not refuse a claim solely because our own checks passed.
3.3 Each commitment is measured separately. Downtime affecting both is counted against both.
4. Service credits
4.1 If we miss a commitment in a calendar month, you are entitled to a service credit against the monthly fee for the affected Plan.
Mail Service — commitment 99.9%:
| Monthly uptime | Service credit |
|---|---|
| Below 99.9% but at or above 99.0% | 10% of the monthly fee |
| Below 99.0% but at or above 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Dashboard — commitment 99.5%:
| Monthly uptime | Service credit |
|---|---|
| Below 99.5% but at or above 98.0% | 10% of the monthly fee |
| Below 98.0% but at or above 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
4.2 Credits for both commitments in the same month are cumulative, up to a combined maximum of 100% of that month’s fee.
4.3 How to claim. Email support@mailmonk.co within 30 days of the end of the affected month with the subject line “SLA claim”, the dates and approximate times of the Downtime, the Domains or Mailboxes affected, and any evidence you have. We will respond within 30 days of receiving the claim.
4.4 Credits are applied against future invoices. They are not refunds, have no cash value, and cannot be exchanged for money. If the Account terminates before a credit is applied, the credit lapses, except where the law requires otherwise.
4.5 A claim will not be granted for a month in which your Account was suspended for non-payment, or in which fees for that month remain unpaid.
4.6 As stated in clause 8.2 of the Terms, service credits are your sole and exclusive remedy for any failure to meet a commitment in this SLA.
5. What is not covered
No Downtime is counted, and no credit is due, for unavailability caused by:
- Your DNS. Missing, incorrect, or expired MX, SPF, DKIM, DMARC, or CNAME records; nameserver changes; or removal of the records we asked you to publish. Clause 3.2 of the Terms makes these your responsibility, and mail cannot reach us without them.
- Your Domain. Expiry, transfer, suspension by the registrar, or loss of control of the Domain.
- Your usage. Exceeding the limits of your Plan, or throttling or suspension applied under Section 9 of the Terms.
- Your equipment or network. Your device, browser, mail client, local network, or internet connection.
- Receiving providers. A recipient’s provider rejecting, delaying, quarantining, or spam-foldering a message we handed off successfully. Clause 8.4 of the Terms explains why we cannot commit to this.
- Reputation consequences of your own sending. Blocklisting of your Domain or of our infrastructure attributable to mail sent from your Account.
- Scheduled maintenance announced under Section 6, and emergency maintenance necessary to address a security vulnerability or an active threat.
- Force majeure within the meaning of clause 18.5 of the Terms, subject to Section 7 below.
- Beta features and the Hobby plan.
6. Scheduled maintenance
6.1 We aim to make changes without interruption and most deploys cause none. Where planned work will cause Downtime, we will give at least 48 hours’ notice by email to your Account address or in the dashboard.
6.2 Scheduled maintenance will not exceed four hours in any calendar month and, where practicable, will fall outside 09:00–21:00 UTC.
6.3 Emergency maintenance to address a security vulnerability or an active threat may be carried out without notice. We will tell you what happened afterwards.
7. Our providers are our responsibility
Clause 18.5 of the Terms excludes liability for events beyond our reasonable control, including outages of upstream networks, DNS infrastructure, and cloud providers. For the avoidance of doubt, that clause does not defeat a claim under this SLA where the cause was an outage at one of the providers we chose to build on — our hosting, database, object storage, mail, or identity providers. We selected them, and their availability is part of what you are paying us for.
Force majeure is reserved for genuinely extraordinary events: war, natural disaster, a state-directed shutdown, or a failure affecting a substantial part of the public internet.
8. Status and incident communication
During an incident affecting the Mail Service we will post what we know and update it as it changes. After an incident that consumed a material part of a monthly commitment, we will publish a short account of what happened and what we changed. We would rather tell you before you have to ask.
9. Changes to this SLA
We may update this SLA. A change that reduces a commitment or narrows a credit is a material change to the Terms and is subject to the 30 days’ notice in Section 16 of the Terms. Improvements take effect immediately.
Contact
Norbert Shavdia, trading as MailMonk
17 Abashidze Street, Tbilisi, Georgia
SLA claims and support: support@mailmonk.co · Legal: legal@mailmonk.co