Service Level Agreement
Effective Date: April 1, 2026 · Last Updated: April 1, 2026
This Service Level Agreement ("SLA") is a policy governing the use of the AlecRae platform ("Service") under the terms of the AlecRae Terms of Service (the "Terms") between AlecRae, Inc. ("AlecRae," "we," "us") and users of the Service ("you," "your"). This SLA applies separately to each account using the Service. Unless otherwise provided herein, this SLA is subject to the Terms.
1. Service Availability Commitment
AlecRae commits to a monthly uptime percentage of 99.99% for the core email platform, which equates to a maximum of approximately 4.38 minutes of unplanned downtime per month, or approximately 52.6 minutes per year. This commitment applies to all production services including the email sending API, inbound email processing, JMAP access, web application, and the administrative dashboard.
2. Uptime Calculation
Monthly Uptime Percentage is calculated using the following formula:
Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes x 100
"Total Minutes" means the total number of minutes in the applicable calendar month. "Downtime Minutes" means the total number of minutes during which the Service is unavailable, excluding Excluded Downtime as defined in Section 3. A minute is considered "down" if all continuous attempts to establish a connection to the Service within that minute fail.
3. Excluded Downtime
The following categories of downtime are excluded from the uptime calculation and do not qualify for Service Credits:
a.
Scheduled Maintenance. Planned maintenance windows for which we provide at least 72 hours advance notice via email and our status page. Scheduled maintenance windows will be limited to off-peak hours and will not exceed 4 hours per month.
b.
Force Majeure. Events beyond our reasonable control, including but not limited to natural disasters, acts of war or terrorism, government actions, pandemic, widespread internet failures, or failures of upstream backbone providers.
c.
Customer-Caused Issues. Downtime resulting from your actions or inactions, including misconfiguration of DNS records, exceeding agreed-upon rate limits, or use of the Service in violation of the Terms or documentation.
d.
Third-Party Failures. Downtime attributable to third-party services, software, or hardware not under AlecRae's control, including third-party DNS providers, recipient mail servers, or ISP routing issues.
e.
Emergency Security Patches. Unscheduled maintenance required to address critical security vulnerabilities that pose an immediate threat to the platform or its users.
4. Service Credits
If AlecRae fails to meet the Monthly Uptime Percentage commitment, you may be eligible for Service Credits as described below. Service Credits are calculated as a percentage of your total monthly fees for the month in which the failure occurred.
Monthly Uptime Percentage
Service Credit
99.90% – 99.99%
10% of monthly fees
99.00% – 99.90%
25% of monthly fees
Below 99.00%
50% of monthly fees
Service Credits are capped at 50% of your total monthly fees for the affected month. Service Credits may not be transferred or applied to other accounts and will be applied as a credit toward future invoices.
5. Email Delivery Performance SLA
In addition to overall platform availability, AlecRae commits to the following email-specific performance targets:
Metric
Target
Email Send API Response Time (p99)
< 100ms
Inbound Email Processing (receipt to mailbox)
< 500ms
Full-Text Search Latency
< 50ms
JMAP Push Notification Delivery
< 1 second
These targets are measured at the 99th percentile over a rolling 30-day period. Performance degradation beyond these thresholds is considered a service incident for the purposes of this SLA.
6. AI Service SLA
AlecRae's AI-powered features are subject to the following additional performance commitments:
AI Metric
Target
Spam/Phishing Classification Latency
< 200ms
Spam Detection Accuracy
99.5% target
False Positive Rate (legitimate mail marked as spam)
< 0.05%
AI Feature Availability
99.9% uptime
In the event AI services are unavailable, all email processing functions will continue to operate using rule-based fallback systems. AI service degradation does not affect core email sending and receiving capabilities.
7. Support Response Times
AlecRae provides tiered support response commitments based on issue severity:
Severity Level
Description
Initial Response
Critical (P1)
Complete service outage or data loss
15 minutes
High (P2)
Major feature degradation, significant impact
1 hour
Medium (P3)
Minor feature issue, workaround available
4 hours
Low (P4)
General question or feature request
1 business day
Response times represent the time from ticket submission to the first substantive response from our support team or AI support agent. Critical and High severity issues are monitored 24/7/365. Medium and Low severity issues are handled during business hours (Monday through Friday, 9:00 AM to 6:00 PM ET, excluding US federal holidays).
8. Monitoring and Reporting
AlecRae provides comprehensive monitoring and transparency through the following mechanisms:
a.
Real-Time Status Page. A publicly accessible status page at status.alecrae.com displaying current operational status of all services, updated in real time.
b.
Monthly Uptime Reports. Detailed monthly reports available in your dashboard showing actual uptime percentages, incident summaries, and performance metrics for the preceding calendar month.
c.
Incident Notifications. Proactive email and webhook notifications for all incidents affecting service availability, including real-time updates and post-incident reports.
9. Credit Request Process
To receive Service Credits, you must submit a request within 30 calendar days of the end of the month in which the SLA failure occurred. Credit requests must include:
(i)
Your account identifier and contact information
(ii)
The dates and times of each incident of unavailability
(iii)
A description of the affected services and the impact on your operations
(iv)
Any relevant logs, error messages, or request IDs that document the incident
Requests may be submitted by emailing sla@alecrae.com or through the support portal. AlecRae will review and respond to credit requests within 10 business days. If we confirm the SLA failure, credits will be applied to your next billing cycle.
10. Sole and Exclusive Remedy
Service Credits as described in this SLA are your sole and exclusive remedy for any failure by AlecRae to meet the service level commitments set forth herein. This SLA does not entitle you to any additional remedies, including but not limited to damages, refunds beyond the stated credit amounts, or termination rights beyond those specified in the Terms of Service. The aggregate maximum liability under this SLA shall not exceed 50% of the fees paid by you for the affected month.
11. SLA Modifications
AlecRae reserves the right to modify this SLA at any time. We will provide at least 30 days' notice of material changes via email and through the platform. Continued use of the Service following the effective date of any modifications constitutes your acceptance of the updated SLA. Modifications will not retroactively reduce Service Credits owed for incidents that occurred prior to the modification effective date.
Questions about this SLA? Contact us at legal@alecrae.com or visit our support portal.