Service Level Agreement

This SLA applies to paid MilerMail subscriptions and forms part of the Terms of Service. It describes our availability targets, support response times and the remedies available if we fall short. It does not apply to free demos or trials.

“Monthly Uptime Percentage” is the total minutes in a calendar month, minus Downtime minutes, divided by total minutes. “Downtime” means minutes when the MilerMail web application is unavailable to all users, as measured by our monitoring.

• Essential — 99.5% (about 3 hours 36 minutes of downtime per month).
• Growth — 99.9% (about 43 minutes per month).
• Custom — 99.9% (about 43 minutes per month), with priority incident handling.

Downtime does not include unavailability caused by:

• Scheduled maintenance performed under section 4.
• Outages, delays, blocks or changes at your email provider or mail server (for example Gmail, Outlook or your hosting provider), including connection limits, rate limits or security settings they impose.
• Delays in receiving or sending email that originate outside MilerMail.
• Your equipment, network, configuration or actions, including changing a mailbox password or revoking MilerMail’s access to a mailbox.
• Force majeure events outside our reasonable control.
• Suspension of your account under the Terms or Acceptable Use Policy.
• Features labelled beta or preview.

We aim to perform maintenance during low-traffic hours, with at least 48 hours’ notice by email or in-app notice, and limit it to 4 hours per month in total. Emergency maintenance for security or stability may happen with shorter notice and counts towards Downtime.

If the Monthly Uptime Percentage falls below your plan’s commitment, you are eligible for a credit against your next invoice:

• Below commitment but at or above 99.0% — 10% of that month’s fee.
• Below 99.0% but at or above 95.0% — 25% of that month’s fee.
• Below 95.0% — 50% of that month’s fee.

Credits are not paid out in cash and cannot exceed 50% of the fee for the affected month.

Email support@milermail.com within 30 days after the end of the month in which the Downtime occurred, with your workspace name and the dates and times you experienced the problem. We will confirm the Downtime from our records and apply any credit within the next billing cycle. Unclaimed credits expire.

Response time is how quickly we acknowledge and begin working on your request during business hours (Monday–Friday, excluding public holidays in India). It is a target, not a guarantee of resolution time.

• Essential — first response within 1 business day.
• Growth — first response within 8 business hours.
• Custom — first response within 4 business hours; critical issues prioritised.

Contact support at support@milermail.com.

• Critical — the service is unavailable or customer data is at risk. We start work immediately and update you at least every 4 hours until resolved.
• High — a core feature (such as reading or replying to emails) is significantly impaired with no workaround.
• Normal — a minor issue, question or request with a workaround available.

For significant incidents we will notify affected customers by email and, after resolution, share a summary of what happened and what we are doing to prevent a repeat.

Service credits are your sole and exclusive remedy for failing to meet the uptime commitment, without limiting your right to terminate for repeated material failure (uptime below the commitment in three months of any six-month period) or any right that cannot be excluded by law.

We may update this SLA. Changes that reduce commitments apply to renewals only, after at least 30 days’ notice.