Service Level Agreement

Validations Performance SLA

1. Validations Performance SLA

Customers utilizing the single validations API method are guaranteed to receive a response from the service within 200ms of receiving the request for 95% of any given monthly validations volume.

2. Measurement

The time between a client request and a server response is measured as the time it takes the server to provide a response to the API endpoint once a valid client request has been received. Mailgun is not responsible for any network latency beyond the API endpoint. As such, network latency is ignored when measuring API response times for the purposes of the Validations Performance SLA.

3. Exclusions

At a high-level, validations fall under the Validations Performance SLA if the API request results in a cache hit from the service. If validations result in a provider lookup, they do not fall under the Validations Performance SLA:

  • The Validations Performance SLA does not apply to bulk validation related API methods.

  • The Validations Performance SLA is only applicable when the ‘provider_lookup’ flag is utilized and set to ‘false’ or for validations that did not result in a provider lookup.

  • API responses that result in an API error do not apply to the Validations Performance SLA.

4. Credits and Limitations

Customer is entitled to a credit of 5% of Customer’s given monthly fee related to Validation Services for each percentage point below the 95% threshold not met in any given monthly billing period up to 100% of the monthly fee related to Validation Services only. Customer will provide documented evidence establishing any claim for breach of this Validation Performance SLA and any associated credit. Delays due to maintenance, and delays at the gateways due to Internet issues, are not covered by this Validations Performance SLA. For the avoidance of doubt, Sections 2.3 and 9.3 of the Terms of Service will apply to this Validations Performance SLA. In the event that the failure to meet this Validations Performance SLA is due to the failure of the Services to meet the uptime SLA provided for in Section 2.2 of the Terms of Service (i.e., availability), then Customer will be entitled to the credits provided for under Section 2.2 of the Terms of Service in lieu of any credits under this paragraph.