Service Level Agreement

1. Scope and eligibility

This Service Level Agreement ("SLA") sets out the uptime commitment we offer for Inovamail (the "Service") and the Service Credits that are your remedy if we do not meet it. This SLA forms part of, and is incorporated by reference into, our Terms of Service. Capitalised terms not defined here have the meaning given in the Terms of Service. If there is any conflict, the Terms of Service govern, except that this SLA controls for the specific subject of uptime commitments and Service Credits.

This SLA applies only to eligible paid plans and only while your account is active and in good standing (including having paid all amounts due). It does not apply to, and no Service Credits accrue for:

• the free tier and any no-charge, trial, evaluation, or promotional access;
• beta, preview, early-access, or experimental features, which are provided "as is" without any service-level commitment; and
• accounts that are suspended or terminated for breach of the Terms of Service, our Acceptable Use Policy, or our Anti-Spam Policy.

We may designate which plans are "eligible paid plans" on our pricing or plan pages, and higher service commitments (if any) may be offered only under a separate signed agreement.

2. Definitions

For the purposes of this SLA:

• "Monthly Uptime Percentage" means the total number of minutes in a calendar month, minus the number of minutes of Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage. It is calculated per account for the core Service and excludes all periods listed in section 4.
• "Downtime" means a period during which the core Service is materially unavailable to you, as measured by our monitoring systems, other than periods excluded under section 4. Brief or intermittent unavailability, isolated errors, and degradations that do not render the core Service materially unavailable are not Downtime. Our measurements are the authoritative source for determining Downtime and Monthly Uptime Percentage.
• "Core Service" means the primary functions of sending and receiving email through the Service and accessing your mailbox through the web application and standard IMAP/SMTP endpoints, excluding the features and factors listed in section 4.
• "Service Credit" means a credit, calculated as a percentage of the monthly fee for the affected paid plan, that we apply against a future invoice for the Service as your sole remedy under this SLA.
• "Monthly Fee" means the fee attributable to one month of your paid plan for the affected account. For yearly plans, the Monthly Fee is the annual fee divided by twelve.

3. Uptime commitment

For eligible paid plans, we target a Monthly Uptime Percentage for the core Service of at least [UPTIME TARGET] (for example, 99.9%), measured per calendar month. If the Monthly Uptime Percentage for your account falls below [UPTIME TARGET] in a given calendar month as a result of Downtime, you may be eligible for a Service Credit as set out in section 5, subject to the exclusions in section 4 and the claim process in section 6.

This is a commitment to provide Service Credits as the remedy for missed uptime; it is not a guarantee that the Service will be uninterrupted or error-free. The uptime commitment relates to the core Service only and does not apply to the excluded features and factors in section 4.

4. Exclusions

Downtime and any failure to meet the uptime commitment do not include, and no Service Credit is available for, any unavailability, suspension, degradation, or performance issue arising from or relating to:

• Scheduled maintenance and emergency maintenance, as described in section 7;
• Force majeure and other events beyond our reasonable control — including natural disasters, severe weather, fire, flood, epidemic or pandemic, war, terrorism, civil unrest, labour disputes, government action, and large-scale internet or utility failures;
• Factors outside our control, including failures of the public internet, your local network, your device, browser, operating system, or software, and problems with DNS or certificate authorities not operated by us;
• Third-party networks, services, and integrations, including cloud infrastructure, upstream providers, payment processors, and any third-party application or service you connect to the Service through automated workflows or integrations;
• User-caused issues, including your acts or omissions, your misconfiguration of the Service, use of the Service in a manner inconsistent with our documentation, exceeding plan limits or rate limits, your custom domain, DNS, or mail records, or your loss of credentials, passphrase, or keys (which, given our zero-knowledge design, we cannot recover);
• Suspension or restriction of your account or specific features for breach of the Terms of Service, the Acceptable Use Policy, or the Anti-Spam Policy, or for non-payment, security, or legal reasons;
• Beta, preview, or experimental features, and features expressly stated to be provided without a service level; and
• External email deliverability — that is, whether messages you send are accepted, delivered, or placed in the inbox by third-party mail systems, and whether messages from third parties reach you. Deliverability depends on external providers, recipient policies, spam filtering, sender reputation, blocklists, and features such as Fortress mode, and is not covered by this SLA.

5. Service Credits

If you are eligible and submit a valid claim under section 6, we will apply a Service Credit calculated as a percentage of the Monthly Fee for the affected account and month, according to the following bands. Percentages and thresholds are placeholders to be finalised by Inovamail.

Service Credits are calculated on the Monthly Fee for the single affected account and month only. They are applied against future invoices, are not cumulative beyond the cap in section 6, and are the sole compensation for the missed uptime.

6. Claiming Service Credits

To receive a Service Credit, you must submit a claim that meets all of the following conditions:

• In writing. Submit your claim in writing to [SUPPORT EMAIL] from the email associated with your account.
• Within the claim window. We must receive your claim within [CLAIM WINDOW] after the end of the calendar month in which the Downtime occurred. Claims received after this window are not eligible.
• With evidence. Include the dates, times, and duration of the Downtime and any logs, error messages, or other reasonable evidence of the impact on your account. We may require additional information to validate a claim.
• Good standing. Your account must be current on all amounts due, and you must not be in breach of the Terms of Service, the Acceptable Use Policy, or the Anti-Spam Policy, at the time of the Downtime and the claim.

We will evaluate claims in good faith using our monitoring data, which is authoritative. If we confirm eligibility, we will issue the applicable Service Credit.

7. Maintenance windows and notice

Scheduled maintenance is planned work to maintain, update, or improve the Service. We aim to perform scheduled maintenance during off-peak periods and to give reasonable advance notice through the Service, our status page, or email where practical. Time during scheduled maintenance is excluded from Downtime.

Emergency maintenance is work we reasonably determine is necessary to address security, stability, integrity, or availability risks, or to comply with law. We may perform emergency maintenance at any time, with or without advance notice. Time during emergency maintenance is excluded from Downtime.

8. No SLA for the free tier

The free tier, trials, evaluation access, and beta or experimental features are provided "as is" and "as available", without any uptime commitment, Service Credits, or other service-level remedy. No Service Credits accrue for these, and nothing in this SLA creates any warranty or availability guarantee for them.

9. Changes to this SLA and contact

We may update this SLA from time to time. When we do, we will revise the "Last updated" date above and, where a change is material and adverse to you, provide notice as required by applicable law before it takes effect. Changes apply prospectively from their effective date and do not affect Service Credit eligibility for months completed before the change. Your continued use of the Service after an update takes effect constitutes acceptance of the updated SLA.

Questions about this SLA or a Service Credit claim should be sent to [SUPPORT EMAIL]. For the full terms governing your use of the Service, see our Terms of Service.