Service level agreements are crucial for customer satisfaction and performance targets.

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SLAs for MailSlurp enterprise customers

MailSlurp enterprise customers benefit from service level afreements (SLAs) that guarantee uptime and support response times.


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.


Uptime can be observed via the independent monitoring service hosted at

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 is not responsive.