Service level agreement — MailerSend

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Facts read from this source

• Uptime guarantee Report an error

  “MailerSend will use commercially reasonable efforts to make our Service available with a Monthly Uptime Percentage of at least 99.5% during any monthly availability status report.”

• SLA scope Report an error

  “This SLA applies only to the transactional email and SMS services described in the ToU.”

• Availability calculation Report an error

  “Availability. It is calculated for each 5-minute interval as the percentage of Requests processed by MailerSend that do not fail with Errors and relate solely to the communication API. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available”

• Service credit 99 0 99 5 Report an error

  “API uptime 99.0 % < X < 99.5 % 5 %”

• Service credit 95 0 98 9 Report an error

  “95.0 % < X < 98.9 % 10 %”

• Service credit below 95 Report an error

  “X < 95.0 % 15 %”

• Smtp service credits Report an error

  “SMTP uptime 99.0 % < X < 99.5 % 5 % 95.0 % < X < 98.9 % 10 % X < 95.0 % 15 %”

• Service credit form Report an error

  “We will apply the Service Credits as a discount for future payments regarding MailerSend Services only.”

• Service credit minimum Report an error

  “A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one US Dollar (USD 1).”

• Credit claim deadline Report an error

  “the credit request must be received by MailerSend by the end of the second billing cycle after which the incident (Error) occurred”

• Scheduled maintenance notice 2h or less Report an error

  “For a Scheduled Maintenance of 2 hours or less in duration, MailerSend will make best efforts to notify users no later than 48 hours prior to the Scheduled Maintenance”

• Scheduled maintenance notice over 2h Report an error

  “For a Scheduled Maintenance of more than 2 hours in duration, MailerSend will notify users no later than 120 hours prior to the Scheduled Maintenance”

• Scheduled maintenance under 30min no notice Report an error

  “If a Scheduled Maintenance is expected to take less than 30 minutes, MailerSend may perform it without prior notice to the users, with efforts to minimize Service disruption.”

• Deliverability not guaranteed Report an error

  “The Service Credit Commitment does not include the deliverability rate (average rate of delivered communication for all 5-minute intervals in a monthly billing cycle) and the delivery time (average time sent communication takes to be delivered for all 5-minute intervals in a monthly billing cycle).”

• Sms delivery handover Report an error

  “MailerSend is responsible for initiating and transmitting SMS messages up to the point of handover to the relevant network carrier.”

• Force majeure exclusion Report an error

  “The result from any delays or failure in performance of any part of the Service caused by a Force Majeure event.”

• SLA effective date Report an error

  “Last updated on May 06, 2024”

• SLA tou precedence Report an error

  “If there is any conflict between this SLA and the ToU, the relevant terms of the SLA shall take precedence.”

• SLA change rights Report an error

  “MailerSend reserves the right to change this SLA at any time. If we decide to change this document, we will post changes on this page.”

• GDPR compliant Report an error

  “GDPR Compliant”

Scores citing this record

• The Agency Lead Deliverability & sender reputation
• The Agency Lead Reliability, accounts & support
• The Data Protection Officer Reliability, accounts & support
• The Shop Operator Reliability, accounts & support
• The Platform Engineer Deliverability & sender reputation
• The Platform Engineer Reliability, accounts & support
• The SaaS Developer Deliverability & sender reputation
• The SaaS Developer Reliability, accounts & support
• The Skeptic Reliability, accounts & support