SLAs for MailSlurp enterprise customers
MailSlurp enterprise customers benefit from service level afreements (SLAs) that guarantee uptime and support response times.
Uptime
MailSlurp is hosted on AWS and has a 99% uptime guarantee. This means that MailSlurp will be available 99% of the time. If MailSlurp is unavailable for more than 1% of the time in a given month then customers are entitled to a refund of 10% of their monthly subscription fee.
Monitoring
Uptime can be observed via the independent monitoring service hosted at status.mailslurp.com
Support response
| Priority | Category | Response time |
|---|---|---|
| P1 | Critical production bug | 1 hour |
| P2 | Degraded performance | 4 hours |
| P3 | Unexpected non-optimal behavior | 36 hours |
Escalation path is as follows:
- Open chat ticket via support widget
- Contact support via email or support form
Meaning of downtime
Downtime is when the main MailSlurp API available at api.mailslurp.com is not responsive.