Service Level Agreement

Last updated: May 29, 2026

This Service Level Agreement ("SLA") is incorporated into the agreement between MailVeriQ Technologies ("MailVeriQ", "we") and the customer organization ("Customer", "you") for the MailVeriQ Gateway service. This SLA defines the service availability commitments, support response times, and remedies applicable to the subscription.

1. Service Availability

MailVeriQ commits to a monthly uptime percentage of 99.9% for the MailVeriQ Gateway service, measured across the SMTP gateway, management console, and API endpoints. Uptime is calculated as follows:

Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100

"Downtime" means a period during which the SMTP gateway is unable to accept inbound connections from the Customer's mail transfer agent, or the management console is inaccessible to authenticated users. Downtime is measured by MailVeriQ's monitoring systems starting from the time an incident is detected.

2. Planned Maintenance

Planned maintenance windows are excluded from downtime calculations. MailVeriQ shall:

• Notify Customer administrators at least 72 hours in advance of scheduled maintenance
• Schedule maintenance during low-traffic hours (Saturdays 02:00 - 06:00 UTC) whenever possible
• Limit planned maintenance to no more than 4 hours per calendar month
• Provide a maintenance summary to Customer administrators upon completion

Emergency maintenance required to address critical security vulnerabilities or active threats may be performed with shorter notice. MailVeriQ will communicate emergency maintenance as soon as reasonably practicable.

3. Support Response Times

MailVeriQ provides tiered support response times based on the Customer's subscription plan and the severity of the issue:

Severity	Starter	Professional	Enterprise
Critical (P1)	24 hours	4 hours	1 hour
High (P2)	48 hours	8 hours	2 hours
Medium (P3)	72 hours	24 hours	8 hours
Low (P4)	5 business days	48 hours	24 hours

Response times are measured from the time a support ticket is submitted through an authorized channel to the time a MailVeriQ support representative provides an initial substantive response.

4. Incident Severity Definitions

• Critical (P1): The SMTP gateway is completely unavailable or unable to process outbound email for the Customer's organization. No workaround exists. Email delivery is halted.
• High (P2): A major feature of the platform is significantly impaired (e.g., approval workflows not functioning, quarantine inaccessible), but email continues to flow through the gateway. A partial workaround may exist.
• Medium (P3): A non-critical feature is impaired or behaving inconsistently (e.g., reporting delays, notification failures). The core email processing and DLP functionality remains operational.
• Low (P4): General questions, documentation requests, minor user interface issues, or feature requests that do not affect service operation.

5. Service Credits

If MailVeriQ fails to meet the 99.9% monthly uptime commitment, the Customer is entitled to service credits as follows:

Monthly Uptime Percentage	Service Credit (% of Monthly Fee)
99.0% - 99.89%	10%
95.0% - 98.99%	25%
Below 95.0%	50%

Service credits are applied to the Customer's next invoice and do not entitle the Customer to a cash refund. The maximum aggregate service credit for any calendar month shall not exceed 50% of the monthly fee for that month.

Credit Request Process

To receive a service credit, the Customer must submit a written request to support@mailveriq.com within 30 days of the end of the affected calendar month. The request must identify the dates and times of the claimed downtime. MailVeriQ will review the request against its monitoring data and respond within 10 business days.

6. Exclusions

This SLA does not apply to service disruptions caused by:

• Planned maintenance windows communicated in accordance with Section 2
• Actions or omissions of the Customer, including misconfiguration of SMTP routing, DNS settings, or DLP policies
• Failures of the Customer's own email infrastructure, network, or internet service provider
• Force majeure events, including natural disasters, acts of war, government actions, or widespread internet outages beyond MailVeriQ's control
• Features or services explicitly designated as "Beta" or "Preview"
• Abuse or use of the service in violation of the Terms of Service or Acceptable Use Policy
• DNS propagation delays or third-party DNS provider failures

7. Status Page

MailVeriQ maintains a public status page providing real-time service status, historical uptime data, and incident reports. Customers may subscribe to status updates via email or RSS.

8. Modifications

MailVeriQ may update this SLA with at least 30 days' written notice. Changes will not reduce the level of service commitments for any Customer's current subscription term.

9. Contact

For SLA-related inquiries or service credit requests:
Email: support@mailveriq.com
MailVeriQ Technologies
Customer Operations Team