Service Level Agreement
Our commitment to reliability and performance for your email infrastructure.
99.99%
API Uptime
<200ms
API Response Time
<5s
Avg. Delivery Time
Uptime Commitment
Postalynk commits to maintaining 99.99% uptime for our API services, measured on a monthly basis. This excludes scheduled maintenance windows, which are announced at least 48 hours in advance.
99.99% uptime = Maximum 4.32 minutes of downtime per month
Service Credits
If we fail to meet our uptime commitment, eligible customers may request service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.99% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| <95.0% | 50% of monthly fee |
What's Covered
- API availability for sending emails
- Dashboard and management console access
- Webhook delivery services
- DNS and domain verification services
- Real-time analytics and reporting
Exclusions
The SLA does not apply to:
- Scheduled maintenance (announced 48 hours in advance)
- Force majeure events
- Issues caused by customer's systems or configurations
- Beta or preview features
- Free tier accounts
Claiming Credits
To claim service credits, submit a request within 30 days of the incident via email to support@postalynk.io. Include your account ID and the date/time of the incident. Credits are applied to future invoices and cannot be exchanged for cash.
Support Response Times
| Priority | Standard | Priority (Pro+) |
|---|---|---|
| Critical (service down) | 4 hours | 1 hour |
| High (major impact) | 8 hours | 2 hours |
| Normal | 24 hours | 8 hours |
| Low | 48 hours | 24 hours |