Service Level Agreement (SLA)

Effective Date: Jan 01, 2018

This Service Level Agreement (SLA) outlines the performance standards, uptime commitments, and support availability for the services provided by The It Bulls ("we", "our", or "us").

Scope of Services

This SLA applies to the following services provided by The It Bulls:

Email Automation Delivery Platform
REST API Services
Website Design and Hosting
DNS & Domain-related Management (if included in a package)

Uptime Guarantee

We commit to a 99.5% monthly uptime for our core services (email API, hosting, and REST APIs), excluding:

Scheduled maintenance
Downtime caused by customer actions
Downtime from third-party infrastructure (e.g., cloud platforms, domain registrars)

Scheduled Maintenance

Scheduled maintenance may occur during off-peak hours (typically between 12:00 AM and 4:00 AM IST)
Customers will be notified at least 24 hours in advance

Support Availability

Standard support: Monday–Sunday, 10:00 AM to 6:00 PM IST via email and ticketing system
Emergency support: 24/7 for critical hosting or delivery issues only

Response Times:

Critical issues (service down): < 2 hours
High priority (delivery/API bugs): < 6 hours
Normal issues: < 1 business day

Exclusions

This SLA does not apply to:

Delays caused by user error or misconfiguration
Failures due to misuse of emailer platform or API overuse
Abuse of bulk email guidelines (see Acceptable Use Policy)
Internet Service Provider (ISP) issues or domain-level restrictions

Credits for Downtime

If uptime falls below 99.5% in a calendar month, you may request a service credit as follows:

98.0%–99.49%: 10% service credit
95.0%–97.99%: 20% service credit
<95.0%: 30% service credit

Credits are issued only upon request and cannot exceed the monthly subscription value.

Termination

If uptime falls below 95% for three consecutive months, you may cancel the service with no penalty.