This Service Level Agreement (“SLA”) applies to all customers who have purchased one of the Email Sending Service (hereinafter the “Service”) from Mailsenpai.com. Mailsenpai.com is committed to providing continuity of Service in order to ensure the best performance and a very high level of uptime on an annual basis which will be monitored monthly. SLA
99.5% Network availability
100% For power supply
If the percentages indicated above fall below the guaranteed parameters, Mailsenpai.com will compensate for each hour of disruption with a credit equal to one day to be used at the next renewal. In order to receive the Monthly Percentage Credit, it is necessary to request it no later than 24 hours from the time the service was unavailable. The request must be made by the Customer by sending an email to firstname.lastname@example.org, with which the Customer must give evidence of the problem encountered and the exceeding of the guaranteed threshold, the date and the initial and final Service. Mailsenpai.com reserves the right to verify the information reported by the Customer and, once a positive response has been received, will proceed to recognize the expected compensation to the Customer.
From the definition of the minimum level of guaranteed functionality, ordinary maintenance activities communicated to the Customer with notice of at least 2 (two) calendar days and extraordinary maintenance communicated to the Customer with notice that may even be less than 4 (four) hours must be excluded.
During holidays and from 0.00 to 6.00 on working days, occasional service interruptions may be necessary due to maintenance or program updating operations which will not enter into the determination of the minimum level of guaranteed functionality, and with respect to which therefore any responsibility of Mailsenpai.com
It is understood that the Monthly Percentage Credit will not be recognized to the Customer in the event that the unavailability of the Service or in any case if the interruption of the Service depends on:
- Ordinary maintenance previously communicated and / or extraordinary of the Service;
- Made by third party suppliers not attributable to Void Labs;
- Third party attacks;
- Error (commissive or omissive) of the Customer;
- Fortuitous event or force majeure;
- Causes that determine the total or partial inaccessibility of the Customer Service due to faults in the internet network outside the perimeter of Mailsenpai.com and in any case beyond its control.
- Other reasons beyond the technical control of Mailsenpai.com.
In an instrumental and ancillary way to ensure the correct use and full functionality of the Mailsenpai.com Platform, it undertakes to provide technical assistance via EMAIL for reports on problems related to the correct functioning of the Platform from Monday
to Friday (10.00-13.00 and 15.30-18.30), excluding holidays, according to one of the methods listed below and selected by the Customer in the order form (if the type is not specified, it is always meant support via EMAIL):
[a] EMAIL – Technical assistance via Email, on issues relating to the operation of the Mailsenpai Platform with taking charge of the
problem within 6 working hours and intervention, with a request for confirmation by the Customer, carried out within 18 working hours (the 18 working hours are to be understood from the moment in which the technical support provides the first response to take charge of the request) . The assistance does not include advice on the composition of messages, on the HTML code, on the setting and quality of communication, on deliverability issues (message delivery). Response times are guaranteed from the moment in which all the appropriate information for the exact identification of the problem has been provided to technical support.
[b] EMAIL + TELEPHONE – Assistance via email and telephone on issues relating to the functioning of the platform
Mailsenpai. The assistance does not include advice on the composition of messages, on the Html code, on the setting and on the quality of the communication. Assistance on issues related to deliverability (message deliverability) is not included. Support takes charge of the request within 6 working hours. Intervention, within 18 working hours from taking charge
of the problem (the 18 working hours are to be understood from the moment in which the technical support provides the first response to take charge of the request). Response times are guaranteed from the moment all the information useful for identifying the request in its entirety and the customer’s response to any requests for assistance has been provided. In
case of first contact by telephone, the operator will collect the information
communicated by the Customer and upon activation of assistance.