This Service Level Agreement ("Agreement") is made effective as of 7 aout 2023, by and between Mailhub, hereinafter referred to as the "Provider", and the customer, hereinafter referred to as the "Customer".

The Provider commits to achieve 99.9% uptime for the API service in any given calendar month.

"Service Availability" refers to the ability of the Customer to send requests and receive correct responses from the API.
Service unavailability caused by scheduled maintenance, force majeure events, or actions or omissions of the Customer or its agents are not counted towards any downtime calculation.

The Provider will provide at least 72 hours of notice for scheduled maintenance.
Scheduled maintenance will be conducted during off-peak hours to minimize disruption.

If the monthly uptime percentage falls below 99.9% but is equal to or greater than 99.0%, the Customer will receive service credits equal to 10% of their monthly bill.
If the monthly uptime percentage falls below 99.0%, the Customer will receive service credits equal to 20% of their monthly bill.

The Provider offers 24/7 email support.
Critical issues will receive a response within 8 hours.
Non-critical issues will receive a response within 12 hours.

The Provider commits to implementing industry-standard security measures to protect Customer data.
Data breaches will be reported to affected Customers within 72 hours of discovery.

Service credits are the Customer's sole remedy for any service unavailability.
The total amount of service credits awarded in any given month will not exceed the monthly service fee paid by the Customer.

To receive service credits, the Customer must submit a claim to help@mailhub.sh.
Claims must be submitted within 30 days of the incident.

This Agreement may be updated periodically. The Provider will notify the Customer at least 30 days before any changes take effect.

This Agreement shall be governed by the laws of Luxembourg.