Service Level Agreement
Part of the Terms of Service. Effective January 1, 2027. Draft for attorney review
1. Availability commitment
PacinfraX targets 99.9% Monthly Availability for the Service on all plans. For Hosted Pro subscriptions this target is a contractual commitment backed by the service credits in Section 4.
2. Definitions
- Monthly Availability = (total minutes in the calendar month − Downtime minutes) ÷ total minutes in the month × 100.
- Downtime means any period of five consecutive minutes or more during which a Covered Component is unavailable to all of Customer’s Users, as measured by our independent external monitoring.
- Covered Components: (a) inbound mail acceptance (Gateway relay and MX); (b) outbound delivery to the internet; (c) mailbox access over IMAP, EWS and ActiveSync (Hosted plans); (d) encrypted delivery pages; (e) the console and audit exports.
- Degraded delivery (messages accepted but delayed) counts as Downtime for a Covered Component only if the median delivery delay exceeds 60 minutes for 30 consecutive minutes.
3. Exclusions
Downtime does not include unavailability caused by: (a) scheduled maintenance announced at least 72 hours in advance, limited to 4 hours per month, performed between 10 pm and 4 am Pacific; (b) emergency maintenance to address a security vulnerability, limited to 2 hours per event, with notice as soon as practicable; (c) Customer’s or its email provider’s systems, DNS, networks or configuration; (d) suspension under the Terms or Acceptable Use Policy; (e) third-party mail receivers rejecting or delaying mail (including reputation-based blocking not caused by us); (f) force majeure; (g) beta features identified as such.
4. Service credits (Hosted Pro)
| Monthly Availability | Credit (% of that month’s Hosted Pro fees) |
|---|---|
| 99.9% or above | 0% |
| 99.0% to 99.89% | 10% |
| 95.0% to 98.99% | 25% |
| Below 95.0% | 50% |
Credits are applied to future invoices, are Customer’s sole remedy for availability shortfalls, and are capped at 50% of the affected month’s fees. To claim, email [email protected] within 30 days after the month ends with the dates and times observed; we will confirm against our monitoring within 15 days. If Monthly Availability is below 95% in any two months of a rolling six-month period, Customer may terminate the affected subscription with a prorated refund of prepaid fees.
5. Support response targets
| Severity | Definition | First response — Standard | First response — Priority (Hosted Pro) | Coverage |
|---|---|---|---|---|
| P1 — Outage | Covered Component unavailable to all Users, or a suspected security incident | 30 minutes | 15 minutes | 24 × 7 |
| P2 — Major impairment | Material function failing for many Users; no workaround | 2 hours | 1 hour | 24 × 7 |
| P3 — Minor impairment | Function failing for some Users; workaround exists | 4 business hours | 2 business hours | Business hours |
| P4 — Question / request | How-to, configuration, policy change, onboarding | 15 minutes (chat), 1 business hour (email) | 15 minutes | Business hours |
Business hours are 8:00 am – 8:00 pm Eastern, Monday to Friday, excluding US federal holidays. Policy-change requests submitted through support are completed within 4 business hours.
6. Recovery objectives
Recovery time objective (RTO): 4 hours. Recovery point objective (RPO): 15 minutes for mailbox and archive data; configuration is backed up continuously. Disaster-recovery exercises are performed at least quarterly and summarized in the Trust Center.
7. Status and incident communication
Current status and 90-day history are published at pxcmail.com/trust/status, generated by monitoring hosted outside our production environment. For P1 incidents we post updates at least every 60 minutes and publish a post-incident review within 5 business days for any incident over 30 minutes.