Last updated: April 12, 2026
The Email Experience ("E/X", "we", "us", or "our") is committed to providing reliable integration services to our customers. This Service Level Agreement (SLA) describes the uptime commitment we make to our paid subscription customers and the remedies available if we fail to meet that commitment.
99% Monthly Uptime Commitment: We guarantee that our integration services will be available and operational 99% of the time each calendar month. This translates to a maximum of approximately 7.2 hours of allowed downtime per month.
"Uptime" is defined as the period during which our integration services are accessible and functional for normal use. Downtime is measured from the moment we detect a service disruption until service is fully restored.
This SLA does not apply to service disruptions caused by:
If we fail to meet our 99% monthly uptime commitment, you are eligible for service credits calculated as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99% or above | No credit |
| 98% - 98.99% | 7% of monthly subscription fee |
| 97% - 97.99% | 14% of monthly subscription fee |
| 96% - 96.99% | 21% of monthly subscription fee |
| Below 96% | 28% of monthly subscription fee |
To receive a service credit, you must submit a request within 30 calendar days of the end of the month in which the SLA violation occurred. Credit requests should be sent to support@experience.email with:
Service credits are your sole and exclusive remedy for SLA violations. Credits are issued as account balance and may be applied to future subscription fees. Credits cannot be redeemed for cash. The maximum total credit for any single monthly billing period shall not exceed 28% of that month's subscription fee.
We provide support services during business hours (Monday-Friday, 9 AM - 6 PM EST, excluding US holidays) with the following response time commitments:
"Response time" means the time from when you submit a support ticket to when a member of our support team acknowledges receipt and begins investigating. Resolution time varies based on complexity and is not guaranteed under this SLA.
We may occasionally perform scheduled maintenance on our services. We will provide at least 48 hours advance notice via email or dashboard notification for any planned maintenance that may affect service availability.
Scheduled maintenance windows are excluded from uptime calculations. We strive to perform maintenance during off-peak hours (late night/early morning EST) to minimize customer impact.
We continuously monitor our services using automated health checks and alerting systems. Uptime is calculated monthly using the following formula:
Downtime is measured in minute-level granularity. Partial minutes are rounded up to the nearest minute. Monitoring data is retained for 12 months for audit and dispute resolution purposes.
Our integration services depend on the availability and performance of third-party platforms including:
Disruptions to these third-party services may impact our ability to provide integration services. While we monitor third-party service health and work to route around failures where possible, extended third-party outages are excluded from our SLA commitments.
We reserve the right to modify this SLA at any time. Material changes will be communicated via email or dashboard notification at least 30 days before taking effect. Continued use of our services after the effective date constitutes acceptance of the modified SLA.
Current customers may request a copy of the SLA version in effect at the time of their subscription for their records.
For questions about this SLA, to report service disruptions, or to request service credits, please contact:
Email: support@experience.email
Support Portal: Available through your account dashboard
For critical service outages (P1), please mark your support ticket as "Urgent" to ensure expedited routing.