ProxiedMail Service Level Agreement (SLA)

Last revision: 26 March 2024.

Overview

This agreement outlines the expectations and guarantees for the uptime of ProxiedMail and its components: the main backend (ProxiedMail), GAPI, and the PXD Mail Delivery Server. It specifies how downtime is measured, what happens if we don't meet our uptime commitment, and the compensation you're entitled to if the agreed service levels aren't met.

This agreement might be changed without the notice. All paid users are subject to keep the service on a previous terms for the next 720 days.

Service Components

• ProxiedMail (Main Backend): Handles the user interface (GUI) and mail delivery on proxiedmail.com.
• GAPI: Supports the GUI and some backend processes. It's important but not critical.
• PXD Mail Delivery Server: Manages mail delivery for shared domains (pxdmail.com, pxdmail.net) and custom domains.

Uptime Commitment

We guarantee 99.9% uptime annually. This means the allowed downtime is minimal.

Measuring Downtime

Downtime is only counted when critical features are unavailable.

These features are:

• Accessing the list of proxy emails on our website.
• Changing the status of a proxy email.
• Creating a new proxy email.
• Incoming email delivery via proxy email.
• API: webhooks, browsing incoming emails.

If these services, dependent on the PXD Mail Delivery Server and ProxiedMail, are down, it's officially considered downtime.

Downtime Monitoring

Check the status of our services anytime at https://status.proxiedmail.com.

Compensation for Downtime

• Standard Refund: If we fail to meet our uptime SLA, you're eligible for a 100% refund of all active purchases, plus an extended 30% additional service time at no extra cost.
• Special Circumstances: In cases of significant financial or moral damage, with proper evidence, you may qualify for a compensation refund up to 10 times the value of your affected purchase(s).
  The ProxiedMail team will review and decide on these cases individually. Limit of this kind of compensation is 1000 USD.

Special Circumstances compensation is due to pay in the next 360 days.

Final Notes

We're committed to providing a reliable and efficient service. This SLA is designed to give you peace of mind and assurance that we stand behind our service quality.