Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") applies to all paid BejaFly plans (Starter, Pro, and Enterprise). Free-tier accounts are not covered by this SLA. This SLA governs the availability of BejaFly's email sending API and SMTP relay services.

2. Uptime Commitment

BejaFly commits to the following monthly uptime percentages:

• Starter Plan: 99.9% monthly uptime
• Pro Plan: 99.9% monthly uptime
• Enterprise Plan: 99.99% monthly uptime (custom SLA available)

"Uptime" is measured as the percentage of time the email sending API and SMTP relay services are available and accepting requests during a calendar month.

3. Measurement

Uptime is measured using a combination of internal monitoring systems and third-party monitoring services. Downtime is calculated as the total number of minutes the Service is unavailable during a calendar month, excluding scheduled maintenance and force majeure events.

Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100

4. Scheduled Maintenance

Scheduled maintenance windows are excluded from uptime calculations. We will provide at least 72 hours' notice for planned maintenance and schedule it during low-traffic periods (typically weekends, 02:00–06:00 UTC).

5. Service Credits

If we fail to meet the uptime commitment, you may be eligible for service credits:

• 99.0% – 99.9%: 10% credit of monthly fee
• 95.0% – 98.9%: 25% credit of monthly fee
• Below 95.0%: 50% credit of monthly fee

Service credits are applied to future invoices and must be requested within 30 days of the incident. Credits do not exceed 50% of your monthly fee and are not redeemable for cash.

6. Credit Request Process

To request a service credit, email sla@bejafly.com with your account ID, affected date(s) and time(s), and a description of the impact. We will review and respond within 10 business days.

7. Exclusions

This SLA does not apply to:

• Free-tier accounts
• Scheduled maintenance windows with prior notice
• Force majeure events (natural disasters, war, government actions)
• Issues caused by your code, configuration, or third-party services
• Abuse or violation of our Acceptable Use Policy
• DNS propagation delays or third-party DNS failures
• Email delivery failures caused by recipient server rejections

8. Support Response Times

• Starter: Email support, 24-hour response time
• Pro: Priority email + chat, 4-hour response time
• Enterprise: Dedicated account manager, 1-hour response time, phone + Slack support

9. Modifications

We may update this SLA with 30 days' prior notice. Material changes that reduce uptime commitments will not apply to existing Enterprise contracts until renewal.

10. Contact

SLA-related inquiries: sla@bejafly.com