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 email 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 [email protected] within 10 business days following the calendar month in which the uptime breach occurred.