Service Level Agreement (SLA)

Backeer MailServer is designed to ensure a robust and high-availability communication channel for your organization. This Service Level Agreement (SLA) details our system uptime promises and customer remedies in the event of unforeseen outages.

1. Uptime Target

Backeer guarantees a monthly service availability level of **99.9%** for all client-dedicated e-mail instances. This availability applies specifically to standard SMTP gateways and IMAP server accessibility.

2. Exclusions to SLA Coverage

The calculation of monthly uptime does not include downtime caused by:

• Scheduled System Maintenance: System patching or storage expansion communicated at least 48 hours in advance (typically scheduled during weekends or off-peak hours).
• Client-Side Mishaps: Misconfigured MX pointer records, DNS outages on the client's registrar side, or mailbox credential exposure.
• Force Majeure Events: Critical fiber cuts on global tier-1 backbones or datacenter incidents beyond our immediate control.

3. Service Credits

Should monthly service availability fall below our 99.9% target, clients are eligible to claim service billing credits according to the following thresholds:

• Downtime between 99.0% and 99.9%: 10% credit applied to the next monthly invoice.
• Downtime between 95.0% and 99.0%: 25% credit applied to the next monthly invoice.
• Downtime below 95.0%: 50% credit applied to the next monthly invoice.

All reimbursement claims must be filed in writing to hello@backeer.com within 10 business days following the calendar month in which the uptime breach occurred.