This Service Level Agreement (SLA) applies to all customers who have purchased one of the Email Sending Services (hereinafter referred to as the “Service”) from Mailsenpai.com.
Mailsenpai.com is committed to ensuring service continuity to guarantee optimal performance and a high level of annual uptime, which will be monitored monthly.
SLA
99.5% Network Availability
100% Power Supply Availability
If the percentages listed above fall below the guaranteed thresholds, Mailsenpai.com will compensate for each hour of service disruption with a credit equivalent to one day, which can be used upon the next renewal.
To receive the Monthly Percentage Credit, the request must be submitted within 24 hours from the moment the service became unavailable. The request must be sent by the Customer via email to [email protected], providing:
Evidence of the issue encountered
Proof that the guaranteed threshold was exceeded
Date and exact start and end time of the service unavailability
Mailsenpai.com reserves the right to verify the claim submitted by the Customer and, upon positive confirmation, will proceed with the applicable compensation.
Exclusions from Guaranteed Service Levels
The guaranteed minimum functionality level does not apply in the following cases:
Scheduled maintenance communicated to the Customer at least 2 (two) calendar days in advance.
Extraordinary maintenance communicated to the Customer with a notice period that may be less than 4 (four) hours.
Service interruptions occurring on public holidays or between 00:00 and 06:00 on business days, due to maintenance or software updates. These interruptions do not count toward the determination of the minimum guaranteed functionality level, and Mailsenpai.com assumes no liability for them.
Limitations
The Monthly Percentage Credit will not be granted to the Customer in the event that the service unavailability or service interruption is caused by:
Scheduled and/or extraordinary maintenance of the Service, previously communicated;
Third-party provider failures not attributable to Void Labs;
Third-party attacks (e.g., DDoS, hacking, or other cyber threats);
Errors (acts or omissions) committed by the Customer;
Force majeure or unforeseen events;
Issues causing total or partial inaccessibility of the Service due to failures in the external internet network beyond the control of Mailsenpai.com;
Other reasons beyond the technical control of Mailsenpai.com.
Customer Support
To ensure the proper use and full functionality of the MailSenpai.com Platform, Mailsenpai.com provides technical support via EMAIL for issues related to platform functionality.
Support Availability
Monday to Friday
10:00 – 13:00 and 15:30 – 18:30 (CET)
Closed on public holidays
The Customer can select one of the following support options in the order form. If no support type is specified, the default will be EMAIL support.
[a] EMAIL SUPPORT
Technical assistance via email for issues related to the MailSenpai platform.
Response time: issue acknowledged within 6 working hours.
Resolution time: intervention within 18 working hours from issue acknowledgment.
Assistance does not include:
Message composition consulting
HTML coding assistance
Communication setup and quality assessment
Deliverability issues (email deliverability troubleshooting)
Response times are guaranteed only after the Customer has provided all necessary information for problem identification.
[b] EMAIL + PHONE SUPPORT
Technical assistance via email and phone for platform-related issues.
Response time: issue acknowledged within 6 working hours.
Resolution time: intervention within 18 working hours from issue acknowledgment.
Assistance does not include:
Message composition consulting
HTML coding assistance
Communication setup and quality assessment
Deliverability issues (email deliverability troubleshooting)
Response times are guaranteed only after the Customer has:
Provided all necessary details to identify the issue.
Responded to any additional requests from support staff.
Phone Support Process:
If the initial contact is made via phone, the operator will gather information from the Customer and activate the support request.
