Service Level Agreement

Service Level Agreement

Operational Commitments for Managed Email Infrastructure

Cloud Server for Email publishes this Service Level Agreement as a public commitment to the operational standards our managed infrastructure clients can expect. Publishing a clear SLA is a signal of operational maturity — we are confident enough in our infrastructure reliability and response procedures to document them in advance.

Infrastructure Availability

Availability is measured as the percentage of time the service is operational and accepting requests. Scheduled maintenance windows, ISP-side delivery events (deferral by recipient ISPs is not an infrastructure availability event), and force majeure events are excluded from availability calculations.

Incident Response Times

Response times are measured from ticket creation or alert trigger to initial engineer acknowledgment and are calculated during business hours (09:00–18:00 CET, Monday–Friday) except for P1 and P2 incidents, which are handled 24/7.

Monitoring and Reporting Commitments

Daily Monitoring (All Managed Plans)

• PowerMTA accounting log review — deferral rate by ISP, bounce classification, queue depth trends
• Google Postmaster Tools — domain reputation tier, spam rate, authentication status for all managed domains
• Microsoft SNDS — IP reputation status for all sending IPs
• Blacklist monitoring — automated check across 50+ blacklists for all sending IPs
• MailWizz platform health — cron job execution, bounce server connection, delivery server queue status

Monthly Reporting (Production Tier and Above)

• Monthly infrastructure performance report: uptime summary, delivery statistics, IP reputation trends
• Monthly configuration review: domain block optimization based on observed delivery data, authentication review
• ISP policy change assessment: review of any ISP policy updates affecting configuration
• Capacity assessment: queue depth trends, throughput utilization, IP pool adequacy for planned volume

Quarterly Reporting (Enterprise Tier)

• Quarterly executive infrastructure review with infrastructure engineer
• IP reputation trajectory analysis with 12-month trend
• Authentication and compliance audit
• Infrastructure scaling recommendation for next quarter volume projections

IP Warming SLA

When IP warming is included in a managed infrastructure plan, Cloud Server for Email commits to the following warming process standards:

Data Processing and Security

For all managed infrastructure clients with EU subscriber data, Cloud Server for Email commits to:

• Data processing exclusively on EU infrastructure (the EU) — no routing of subscriber data through non-EU systems
• Full-disk encryption on all servers processing subscriber personal data
• Access control: SSH key-only authentication, role-based access, audit logging of all administrative actions
• Security patching: critical vulnerabilities patched within 24 hours; major vulnerabilities within 7 days
• GDPR breach notification: notification to client within 24 hours of discovering a breach affecting their data
• Data Processing Agreement available upon request, meeting GDPR Article 28 requirements

Exclusions and Limitations

The following are excluded from SLA commitments:

• ISP-side delivery events: Temporary deferrals by recipient ISPs (Gmail, Outlook, Yahoo) are not infrastructure availability events. Managed infrastructure provides the tools and monitoring to minimize and respond to ISP-side events, but cannot guarantee acceptance by third-party ISPs.
• List quality consequences: Deliverability outcomes resulting from poor list quality, high complaint rates, or invalid address rates above thresholds are not infrastructure failures.
• Force majeure: Events beyond reasonable control including network backbone outages, datacenter events affecting all tenants, and legal orders.
• Client-caused events: Outages or delivery problems resulting from client-provided configuration errors or content policy violations.
• Planned maintenance: Scheduled maintenance windows announced 48 hours in advance (typically 02:00–04:00 CET; duration <30 minutes for standard maintenance).

SLA Credits

If Cloud Server for Email fails to meet the availability commitments above, the following service credits apply to the affected month's invoice:

Credits are applied to the next monthly invoice and are the sole financial remedy for availability shortfalls. Credits do not apply to one-time fees (setup, warming, audit), incident response delays where the client has not provided required access, or months where the client has not reported the availability issue within 15 days of occurrence.

Contact and Escalation