Enterprise Response Time SLA

1. Response Times

CategoryDefinitionInitial Response TimeCommunication Channel
Severity 1The customer is unable to send email via SMTP and/or API.15 minutesPhone or Chat
Severity 2The customer’s ability to send email via SMTP and/or API is impaired.1 hourPhone or Chat
Severity 3The customer’s ability to use the full product feature set is impaired.6 hoursPhone, Chat or Ticket
Severity 4Customer is not experiencing any outage or impairment. Customer has an informational question/request.24 hoursChat or Ticket

2. Communication Channels

All issues must be escalated via the listed communication channels available in your Mailgun customer portal. Phone, ticket and chat support for your use of the Mailgun Services shall be available on a continuous (24/7/365) basis. Phone support is English only.

3. Credits & Limitations

Mailgun makes no guarantee regarding the time to resolve a support request. When submitting a request via phone or chat, Mailgun will open a ticket for you, and there may be a small delay between opening this ticket and taking your escalation. Response times shall be based on the time the ticket was opened.

If we fail to meet the response times as stated above, you will be entitled to a credit of $100 per event, up to 100% of your monthly recurring fee for the affected account for any calendar month. The response times stated above does not apply to support requests made via email. The response times are in addition to compensation associated with the uptime SLA in Section 2.2 of the Terms of Service.

You are not entitled to any credit for the following:

Downtime would not have occurred but for your own errors (i.e. incorrect delivery address, incorrect configuration, incorrect source file, etc.). If you do not respect the terms governing your use of the Services (the “Terms of Service”). If downtime would not have occurred but for your breach of the Terms of Service, including violation of the AUP (as defined in the Terms of Service). For downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within Mailgun’s control. In addition, to receive a credit, you must make the request by creating a support ticket in the Mailgun control panel within thirty (30) days following the end of the downtime. You must show that your use of the Services was adversely affected in some way as a result of the downtime to be eligible for the credit. Notwithstanding anything in the Terms of Service to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of the fees for that billing period. Credits that would be available but for this limitation will not be carried forward to future billing periods.