1. Scope and Applicability
This Service Level Agreement ("SLA") is entered into by and between VENTRYA LTD, a company incorporated in England and Wales under company number 16505638, with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, trading as Mail.Land ("MailLand," "we," "us," or "our") and the customer ("Customer," "you," or "your") and governs the service availability, uptime commitments, and support obligations associated with the MailLand email delivery platform.
This SLA applies exclusively to customers subscribed to the Professional or Enterprise plans. It defines the levels of service availability and support that MailLand commits to maintaining, as well as the remedies available to eligible customers in the event those commitments are not met.
This SLA does not apply to:
- Customers on the Starter (free) plan, who receive service on a best-effort basis without uptime guarantees or service credit eligibility.
- Alpha, beta, or preview features, which are provided "as is" and may be subject to reduced availability or functionality.
- Third-party integrations, external services, or any component not directly operated by MailLand.
This SLA is incorporated into and forms part of the Terms of Service. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall prevail unless this SLA expressly states otherwise.
2. Service Availability
MailLand commits to maintaining 99.9% monthly uptime for the core platform, which includes the following components:
- REST API — the primary interface for programmatic email submission, account management, and data retrieval.
- SMTP Relay — the outbound SMTP service used to submit emails for delivery.
- Dashboard — the web-based management console for campaign management, analytics, and account administration.
Uptime is measured at the platform level and reflects the overall availability of the MailLand service infrastructure. It is not measured on a per-customer basis.
The service is considered "available" when the API endpoint accepts and responds to authenticated requests within acceptable latency thresholds under normal operating conditions.
3. Uptime Calculation
Monthly uptime is calculated using the following formula:
Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
For the purposes of this calculation:
- Total Minutes in Month refers to the total number of minutes in the applicable calendar month.
- Downtime Minutes refers to any period during which the API error rate exceeds 5% of all authenticated requests for at least 5 consecutive minutes, excluding scheduled maintenance windows.
Downtime is tracked via MailLand's internal monitoring systems, supplemented by independent third-party status monitoring services. MailLand's monitoring data shall serve as the authoritative source for uptime calculations in the event of any dispute.
4. Scheduled Maintenance
MailLand performs routine maintenance to ensure the continued reliability, security, and performance of the platform. The designated maintenance window is:
Sundays, 02:00–06:00 UTC
Scheduled maintenance performed within this window is excluded from downtime calculations and does not count toward any uptime commitment.
Advance Notice
- Non-emergency maintenance is announced at least 72 hours in advance via email notification to affected customers and posted on the MailLand status page.
- Emergency maintenance may be performed outside the standard window with best-effort advance notice when critical security patches, data integrity concerns, or other urgent issues require immediate action.
5. Service Credits
If MailLand fails to meet the 99.9% monthly uptime commitment for eligible customers, service credits shall be issued according to the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% to < 99.9% | 10% of monthly fee |
| 95.0% to < 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
The following conditions apply to all service credits:
- Credits are applied to future invoices and are not redeemable for cash or refunds.
- The maximum credit for any single billing period shall not exceed 50% of the monthly fee for that period.
- Service credits represent the sole and exclusive remedy for any failure by MailLand to meet the uptime commitment set forth in this SLA.
- Credits are calculated based on the Customer's base subscription fee and do not include overage charges, add-ons, or one-time fees.
6. Credit Request Procedure
To receive a service credit, the Customer must submit a credit request within 30 calendar days of the end of the month in which the downtime incident occurred.
Submission Requirements
Credit requests must be submitted via email to [email protected] and must include the following information:
- Account ID — the unique identifier associated with your MailLand account.
- Date and time of incident — the specific date and time window (in UTC) during which the service was unavailable.
- Description of impact — a brief description of how the downtime affected your operations.
Validation and Issuance
MailLand will validate all credit requests against internal monitoring data. If the request is validated, the credit will be applied to the Customer's account within one billing cycle following the determination. MailLand reserves the right to deny credit requests that cannot be substantiated by its monitoring records.
7. Exclusions
Service credits are not available and the uptime commitment does not apply in connection with any unavailability, suspension, or termination of the MailLand service that results from:
- Force majeure events — including but not limited to natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond MailLand's reasonable control.
- Customer-caused issues — including misconfiguration of the Customer's account, API misuse, exceeding documented rate limits, or actions that violate the Terms of Service or Acceptable Use Policy.
- Third-party service failures — including failures of DNS providers, recipient mail servers, internet service providers, or other infrastructure not operated by MailLand.
- Scheduled maintenance — as described in Section 4 of this SLA.
- Alpha, beta, or preview features — which are provided without any availability guarantees.
- Free tier usage — the Starter plan is not covered by this SLA.
- Account suspension or termination — resulting from violations of the Terms of Service or Acceptable Use Policy.
- Other factors outside MailLand's reasonable control — including upstream network outages, DDoS attacks targeting external infrastructure, or failures in services not managed by MailLand.
8. Email Delivery SLA
MailLand provides a best-effort delivery commitment for transactional email: messages accepted via the API or SMTP relay will be queued for first delivery attempt within 60 seconds of acceptance.
This commitment measures the time elapsed from the moment MailLand accepts the email submission to the initiation of the first delivery attempt to the recipient's mail server. It does not guarantee inbox placement or final delivery.
Actual delivery success and timing depend on factors outside MailLand's control, including but not limited to:
- Recipient mail server availability and responsiveness.
- Content filtering and spam classification by the recipient's mail provider.
- The Customer's sender reputation, domain authentication configuration (DKIM, SPF, DMARC), and sending practices.
- Rate limiting, greylisting, or deferral policies applied by the recipient infrastructure.
This delivery commitment is provided on a best-effort basis and is not subject to the service credit provisions described in Section 5.
9. Support Response Times
MailLand provides tiered support based on the Customer's subscription plan. Initial response times are measured from the creation of a support ticket to the first substantive response from a MailLand support representative.
Response Times by Plan
| Plan | Support Channel | Initial Response Time | Availability |
|---|---|---|---|
| Starter | Community support | Best effort (no guarantee) | Community forums |
| Professional | Email support | 24 hours | Business hours (Mon–Fri) |
| Enterprise | Priority support | 4 hours | 24/7 for critical issues |
Severity Levels
Support requests are classified according to the following severity levels, which may affect prioritization and escalation:
| Severity | Definition |
|---|---|
| Critical | The MailLand service is completely unavailable or a core function is inoperable, resulting in a total inability to send or manage email. |
| High | A major feature or component is significantly impaired, causing substantial degradation of service but not a complete outage. |
| Medium | A minor feature is not functioning as expected, causing limited impact to operations with a viable workaround available. |
| Low | General questions, feature requests, or informational inquiries that do not affect service functionality. |
10. Monitoring and Reporting
MailLand maintains a public status page that provides real-time visibility into the operational status of all core platform components. Customers are encouraged to subscribe to status page notifications to receive timely updates regarding incidents, maintenance, and service restorations.
Incident Reports
For any major outage or service disruption, MailLand will publish a post-incident report within 5 business days of resolution. Incident reports include a summary of the event, root cause analysis, impact assessment, and corrective actions taken to prevent recurrence.
Uptime Reports
Monthly uptime reports are available upon request for Enterprise plan customers. These reports detail the uptime percentage achieved, any downtime events recorded, and the duration and resolution of each incident within the reporting period.
Status Page Notifications
Customers may subscribe to status page notifications via email, SMS, or webhook to receive automated updates for:
- Scheduled maintenance windows.
- Unplanned incidents and ongoing investigations.
- Service degradation or partial outage events.
- Resolution confirmations and post-incident summaries.
Contact
For questions regarding this Service Level Agreement or to submit a service credit request, please contact us at [email protected].
VENTRYA LTD
Effective Date: January 1, 2025