Service Level Agreement

We commit to 99.9% monthly availability for mail delivery and retrieval — accepting inbound mail on our MX, sending outbound mail you submit, and serving your mailbox over IMAP, POP3 and SMTP.

99.9% of a 30-day month is roughly 43 minutes of unavailability.

The dashboard and API are covered by a separate 99.5% monthly commitment. If the dashboard is briefly unavailable your mail is still being accepted and is still readable in any mail client, and we would rather state two honest numbers than one flattering one.

Availability is measured per calendar month, in whole minutes, as the percentage of minutes in which the relevant service was reachable and responding.

Unavailable means our servers did not accept mail on the MX, did not serve a mailbox connection, or did not respond to the dashboard — for reasons within our control.

A message being delayed by a receiving provider, filtered into a recipient’s spam folder, or rejected by them is not unavailability. Once we have handed a message to the receiving server, what happens next is their decision, not ours.

• Scheduled maintenance— announced at least 48 hours ahead, outside 09:00–18:00 UTC where possible, and capped at 4 hours per month.
• Your DNS — if MX, SPF, DKIM or DMARC records for your domain are changed, removed or misconfigured outside our systems.
• Your registrar or DNS provider being unavailable.
• Suspension for non-payment or for breach of the Acceptable Use Policy.
• Blocklisting caused by your own sending — if mail you send gets our sending IP listed, the resulting delivery failures are not counted against this SLA.
• Force majeure — events outside our reasonable control, including failures of upstream network or infrastructure providers.
• Beta or clearly-labelled preview features.

If we miss the commitment in a calendar month, you are entitled to a credit of additional service:

Credits are added to the end of your current term. They are the sole and exclusive remedy for missed availability under this SLA.

Email support@justemails.app within 30 days of the end of the affected month, with the dates and approximate times you were affected. We will check our monitoring and confirm within 10 business days.

We do not require you to prove the outage. If our own monitoring shows we missed the commitment, we will apply the credit whether or not you noticed.

This SLA applies to accounts on a paid plan and in good standing. It does not apply during the free trial.

It forms part of our Terms of Service, and the liability limits there continue to apply.