Service Level Agreement
Last updated: March 25, 2026
1. Service Commitment
PikoMails commits to maintaining 99.9% monthly uptime for all paid plans. This applies to email sending (SMTP), email receiving (IMAP), webmail access, and the management dashboard.
2. Uptime Calculation
Monthly uptime is calculated as:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100A month is defined as a calendar month. Downtime is measured from the moment we detect or are notified of the issue until service is restored.
3. Exclusions
The following are NOT counted as downtime:
- Scheduled maintenance (announced 48 hours in advance)
- DNS propagation delays on your domain registrar
- Issues caused by your email client configuration
- Internet connectivity issues outside our infrastructure
- Force majeure (natural disasters, war, government action)
- DDoS attacks that exceed reasonable mitigation capacity
- Suspension due to Terms of Service violations
4. Service Credits
If we fail to meet our 99.9% uptime commitment, you are eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% — 99.9% | 10% of monthly fee |
| 95.0% — 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to future invoices. Maximum credit per month is 50% of that month's fee. Credits must be requested within 30 days of the incident.
5. Support Response Times
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service completely down | < 1 hour |
| High | Major feature impaired | < 4 hours |
| Medium | Minor feature issue | < 24 hours |
| Low | Question or request | < 48 hours |
Priority support (Business and Pro plans) receives faster response times.
6. Backup & Recovery
- Automated daily backups of all email data
- Backups retained for 30 days
- Database backups every 6 hours
- Recovery time objective (RTO): 4 hours
- Recovery point objective (RPO): 6 hours
7. Monitoring
We monitor all services 24/7 including:
- SMTP server availability and queue health
- IMAP server availability and response time
- Webmail and dashboard availability
- Database and storage health
- SSL certificate validity
- IP reputation and blacklist status
8. Contact
Support: support@pikomails.com
Emergency: Available 24/7 for Critical severity issues
Status page: status.pikomails.com (coming soon)