Service Level Agreement (SLA) — postal.ID
This SLA applies to the Services as defined in the MSA.
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1. Uptime
- Monthly uptime target: [99.9%] for the core API and tenant portal, excluding scheduled maintenance.
- Measurement: availability of production endpoints from multiple regions.
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2. Scheduled maintenance
- Notice: [48 hours] where feasible.
- Maintenance windows: [define].
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3. Support response targets (examples)
| Severity | Example | Response target | Update cadence |
|---|---|---|---|
| Sev 1 | platform down, major outage | 1 hour | every 2 hours |
| Sev 2 | major feature impaired | 4 hours | daily |
| Sev 3 | minor issues | 2 business days | weekly |
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4. Service credits (optional)
If uptime falls below targets, credits may apply as defined in the Order Form.
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5. Third-party dependencies
Postal delivery SLAs depend on mail providers and local postal services; digital message delivery depends on email/SMS carriers. These are excluded from platform uptime.
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6. Exclusions
Outages caused by Customer systems, misuse, force majeure, or third-party providers beyond postal.ID control may be excluded.