Service Level Agreement

This Service Level Agreement (SLA) describes the availability, performance, and support commitments for the EmailKind API.

Availability

EmailKind guarantees 99.9% uptime for the API, measured on a calendar month basis. Uptime is calculated as:

Uptime % = ((total minutes - downtime minutes) / total minutes) * 100

Scheduled maintenance windows are announced at least 72 hours in advance and are excluded from downtime calculations. Maintenance is performed during low-traffic periods (typically Sunday 03:00-05:00 UTC).

Latency

| Request type | p50 | p99 | |---|---|---| | Standard classification | < 50ms | < 200ms | | Enriched classification (enrich=true) | < 150ms | < 500ms |

Latency is measured from the time the API receives the request to the time the response is sent, excluding network transit. Cached responses are typically under 5ms.

Support response times

Response times vary by plan and are measured during business hours (Monday-Friday, 09:00-18:00 CET), except for Enterprise which includes 24/7 coverage.

| Plan | Channel | Initial response time | |---|---|---| | Free | Community (GitHub Discussions) | Best effort | | Starter | Email | 48 hours | | Growth | Email | 48 hours | | Scale | Email | 24 hours | | Enterprise | Email + dedicated Slack | 4 hours |

Enterprise customers receive a dedicated account manager and a private Slack channel for real-time communication with the engineering team.

Incident communication

When an incident affects API availability or performance:

  1. Status page -- Real-time updates are posted to status.emailkind.com within 15 minutes of detection
  2. Email notifications -- Customers on paid plans receive email alerts for incidents affecting their service
  3. Post-mortem -- A root cause analysis is published within 5 business days for any incident lasting more than 30 minutes

Subscribe to the status page to receive automatic notifications for incidents and scheduled maintenance.

SLA credits

If EmailKind fails to meet the 99.9% uptime commitment in a given calendar month, affected customers on paid plans are eligible for pro-rata service credits:

| Monthly uptime | Credit | |---|---| | 99.0% - 99.9% | 10% of monthly fee | | 95.0% - 99.0% | 25% of monthly fee | | < 95.0% | 50% of monthly fee |

Requesting credits

To request an SLA credit:

  1. Submit a request to [email protected] within 30 days of the affected month
  2. Include your account email and the dates/times of the outage you experienced
  3. Credits are applied to the next billing cycle and are not redeemable for cash

Exclusions

SLA credits do not apply to:

  • Downtime caused by factors outside of EmailKind's control (e.g. upstream DNS failures, DDoS attacks)
  • Scheduled maintenance windows announced in advance
  • Features labeled as beta or preview
  • Free plan accounts

Next steps