PostFend Service Level Agreement
1. Scope
Covered Plans. This SLA applies only to paid Professional, Business and Enterprise subscriptions in good standing. It commits to 99.9% Monthly Uptime for the Mail Processing Service, with service credits. For Enterprise, this SLA and the Business support-response targets in s.7 apply unless the signed Enterprise agreement states different uptime, credit or support terms.
Best-Effort Plans. This SLA does not apply to Lite or Team plans, or to free accounts. Those are provided "as available". We still aim to keep the Service running, but Best-Effort Plans have no service credits, no termination right under s.4 of this SLA, and no credited support-response commitments.
2. Uptime commitment
PostFend targets 99.9% Monthly Uptime for the Mail Processing Service, which accepts inbound SMTP connections for verified domains and processes and relays mail. At 99.9%, unavailability may total about 43 minutes in a 30-day month.
Monthly Uptime % = (total minutes in the calendar month − Downtime minutes) ÷ total minutes in the month × 100.
Downtime means a period of at least 5 consecutive minutes, measured by our external monitoring from at least 2 regions, during which the Mail Processing Service did not accept SMTP connections for your verified domains. The web dashboard, quarantine portal, reporting and API are covered at a target of 99.5%, measured the same way. That 99.5% dashboard target is not a source of service credits.
3. Service credits
| Monthly Uptime | Credit (% of that month's fee for the affected Plan) |
|---|---|
| < 99.9% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
- Credits are capped at 50% of the monthly fee (or one-twelfth of the annual fee) for the affected month.
- Credits are applied to future invoices. They are paid in cash only on termination, if no further invoices will be issued.
- To claim a credit, email [email protected] within 30 days after the end of the affected month with your account ID and the dates and times of the Downtime (Calgary time). We confirm or explain within 10 business days.
4. Sole remedy
Service credits are your sole and exclusive remedy for any failure to meet this SLA, except that if Monthly Uptime is below 95% in 2 consecutive months, you may terminate the affected subscription on notice and receive a pro-rata refund of prepaid fees.
5. Exclusions
Downtime does not include unavailability caused by:
- (a) scheduled maintenance announced at least 48 hours in advance, up to 4 hours per month, scheduled for 00:00–04:00 Calgary time where practicable;
- (b) emergency security maintenance;
- (c) your DNS, MX, mail server, firewall or network, or a third-party mailbox host such as Microsoft 365 or Google Workspace;
- (d) your misconfiguration, or a breach of the Terms or the Acceptable Use Policy;
- (e) a freeze or suspension under the Terms, for example for non-payment or abuse;
- (f) internet or backbone failures outside our network, DNS provider outages, or distributed denial-of-service attacks that we could not reasonably mitigate;
- (g) force majeure;
- (h) features labelled beta or preview; and
- (i) normal mail queuing, where messages are accepted and delivered later.
6. No accuracy SLA
This SLA covers availability only. No credit, refund or other remedy is available for spam detection rates, false positives, false negatives, delivery delays caused by filtering, or the content of any message. See the filtering accuracy disclaimer below.
7. Support response targets (not credited)
These targets apply only to Covered Plans. They are targets, not a source of credits. Enterprise uses the Business column unless the signed Enterprise agreement states different targets.
| Severity | Professional | Business | Enterprise |
|---|---|---|---|
| Critical (mail flow down) | 4 business hours | 1 hour, 24/7 | 1 hour, 24/7, unless the signed agreement says otherwise |
| High | 1 business day | 4 business hours | 4 business hours, unless the signed agreement says otherwise |
| Normal | 2 business days | 1 business day | 1 business day, unless the signed agreement says otherwise |
Business hours are 08:00–17:00 Calgary time, Monday–Friday, excluding Alberta statutory holidays.
8. Incidents
We do not operate a public status page. We announce incidents by email to affected customers and, where appropriate, by a notice on the PostFend website.
Filtering Accuracy Disclaimer
PostFend uses automated rules, reputation data and statistical models to classify email. No email filter is 100% accurate. Legitimate messages may be quarantined, delayed or rejected (false positives), and unwanted or dangerous messages may be delivered (false negatives).
PostFend does not guarantee any detection rate, catch rate or false-positive rate. Any performance figure we publish is a measured past result under the stated test conditions and does not predict your results.
Review your quarantine regularly, since messages are deleted after 30 days (or sooner if you chose a shorter period). Allow-list important senders. Verify payment or banking instructions by phone using a known number. Keep other security measures in place.
To the extent the law allows, PostFend is not liable for losses caused by a message being filtered, not filtered, quarantined, delayed or deleted (see Terms s.10 and s.15). Nothing in this disclaimer limits rights you have as a Consumer under applicable law.