Service Level Agreement

1. Scope

This Service Level Agreement (“SLA”) applies to Business and Enterprise plan customers and defines our uptime and performance commitments.

2. Uptime Commitment

3. Performance Targets

Metric Definitions

Production API P95 (gateway): Measured at the API gateway layer for all production POST /v1/messages requests. Start timestamp: request ingress at gateway. End timestamp: response egress from gateway. Percentile: P95. Qualifying requests: HTTP 200-299 responses from the messages endpoint, excluding sandbox/test API key traffic. Exclusions: health-check probes, preflight OPTIONS, sandbox API keys. Sample period: trailing 30-day window, 1-minute aggregation buckets.

4. Measurement

Uptime is measured by our external monitoring system (Blackbox exporter + Prometheus) from multiple geographic locations. Scheduled maintenance windows (announced 48 hours in advance) are excluded.

5. Service Credits

Eligible plans carry a 99.9% monthly availability commitment. When measured monthly uptime falls below it, a service credit applies per the tiered bands below — the credit percentage is the tenant’s monthly recurring charge for the affected month.

Plan schedules:

• Business — graduated, no flat cap below the tiers: 99.0–99.899% → 10% · 95.0–98.999% → 20% · <95% → 30% of the monthly charge.
• Enterprise Cloud and contracted deployments — the tiers above up to 25% (or the contracted figure where an order form specifies one).

Credits are calculated from measured monthly uptime below the commitment and capped by the customer’s plan.

6. Exclusions

Credits do not apply to: force majeure, customer-caused issues, scheduled maintenance, or beta features.

7. Claiming Credits

Submit credit requests to support@apexmail.ee within 30 days of the incident. Credits are applied to the next billing cycle.