Service Level Agreement
Our commitment to enterprise-grade service levels with transparent uptime guarantees, performance commitments, and comprehensive support coverage.
Our Service Commitments
Quantified service levels backed by financial guarantees and transparent monitoring
Uptime Guarantee
Monthly uptime commitment with service credits for any downtime
- Maximum 43.2 minutes downtime per month
- Automatic service credits for SLA breaches
- Real-time status monitoring
- Proactive maintenance notifications
Response Time
Global API response time commitment via edge network
- Sub-100ms response times globally
- 95th percentile performance guarantees
- Cloudflare edge network optimization
- Automatic failover and load balancing
Issue Response
Maximum initial response time for critical issues
- Critical issues: 15 minutes
- High priority: 2 hours
- Medium priority: 8 hours
- 24/7/365 support availability
Data Durability
Email data protection and backup guarantees
- Multi-region data replication
- Point-in-time recovery capabilities
- Automated backup validation
- Disaster recovery procedures
SLA by Service Tier
Different service levels based on your plan with increasing commitments and support
Standard SLA
Included Features
- Email support during business hours
- Community documentation
- Standard API rate limits
- Basic monitoring
Enhanced SLA
Included Features
- 24/7 email and phone support
- Priority technical support
- Enhanced API rate limits
- Advanced monitoring dashboard
- Dedicated support channel
Enterprise SLA
Included Features
- Dedicated account manager
- Emergency escalation hotline
- Custom rate limits
- Real-time monitoring access
- Quarterly business reviews
- Custom integration support
Incident Response Process
Our structured approach to incident management ensures rapid resolution and transparent communication
Detection & Alert
< 2 minutesAutomated monitoring systems detect and alert on-call engineers
Initial Response
< 15 minutesEngineer assessment and initial customer communication
Investigation
< 30 minutesRoot cause analysis and solution identification
Resolution
VariableImplementation of fix and service restoration
Post-Incident
< 48 hoursAnalysis and prevention measures
Compliance & Security Standards
Independently verified security and compliance certifications
SOC 2 Type II
Comprehensive security and availability controls
Annual independent audit of security, availability, and processing integrity controls
GDPR Compliance
Full compliance with EU data protection regulations
Data processing agreements, privacy controls, and right to deletion
ISO 27001
Information security management system certification
Comprehensive information security management framework
HIPAA Ready
Healthcare data protection compliance available
Business Associate Agreements (BAA) available for healthcare customers
Need Enterprise Support?
Our enterprise team is ready to discuss custom SLA requirements and provide dedicated support for your mission-critical applications.
Enterprise Benefits
- Dedicated account manager
- Custom SLA terms available
- Priority feature development
- Quarterly business reviews
- On-premises deployment options
Service Level Agreement Terms: This SLA applies to TempMail101 services and is subject to the terms and conditions outlined in your service agreement. SLA credits are calculated as a percentage of monthly charges for affected services and applied as account credits in the following billing cycle.
For complete SLA terms and conditions, please refer to your service agreement or contact our legal team.