Reliability is one of the three things our name stands for. This agreement describes what we commit to, how we measure it and what you receive if we fall short.
1. Commitment
- All plans: we target 99.9% monthly availability and monitor the platform 24/7.
- Enterprise and dedicated customers: we guarantee 99.9% monthly availability, backed by the service credits below. Custom commitments in a signed proposal take precedence over this page.
2. What “available” means
The Services are available when customers can receive mail, send authenticated mail and access their mailboxes over IMAP or webmail. Availability is measured each calendar month by our external monitoring.
Monthly availability = (total minutes in the month − minutes of downtime) ÷ total minutes in the month × 100.
3. Service credits
| Monthly availability | Credit (% of that month’s fee) |
|---|---|
| Below 99.9%, at least 99.5% | 10% |
| Below 99.5%, at least 99.0% | 25% |
| Below 99.0% | 50% |
Credits are applied to your next invoice and are your sole remedy for unavailability. Total credits in any month will not exceed 50% of that month’s fee for the affected Services.
4. Exclusions
Downtime does not include:
- scheduled maintenance announced at least 48 hours in advance;
- problems caused by your DNS, domain registration, network, devices or third-party software;
- suspension under our Terms of Service or Acceptable Use Policy;
- delays or rejections caused by receiving mail servers outside our control;
- events beyond our reasonable control, such as large-scale internet outages or natural disasters.
5. Claiming a credit
Email support@mailcro.com within 30 days of the end of the affected month with your account details and the dates and times of the problem. We will confirm the credit, or explain our measurement, within 10 business days.
6. Support response targets
| Plan | First response target |
|---|---|
| Starter | Within 24 hours |
| Business | Faster response, typically same business day |
| Professional | Priority queue |
| Enterprise & dedicated | Dedicated support manager, as agreed in your proposal |