Service Level Agreement
Effective Date: August 20, 2026 · Last Updated: August 20, 2026
This SLA is not yet in force.
AlecRae is in a pre-launch preview. No customer mail is sent or received yet, and the preview carries no uptime commitment, no service credits, no support response-time commitment and no performance guarantee. The commitments below will be published in full, with numbers, on this page before launch. Once a public status page exists, production metrics will be reported there.
This Service Level Agreement ("SLA") will govern the use of the AlecRae platform ("Service") under the AlecRae Terms of Service (the "Terms") between AlecRae ("AlecRae," "we," "us") and users of the Service ("you," "your") from the date it comes into force. This page explains what it will cover and how it will be measured, so that you can see the shape of the commitment before the figures are set.
1. Service Availability Commitment
At launch, this SLA will state a monthly uptime percentage for the core email platform: the web application, the API, and inbound and outbound mail handling. The figure has not been set. It will be based on measured production uptime, not on an aspiration, and will be published here before it takes effect.
2. Uptime Calculation
When in force, Monthly Uptime Percentage will be calculated as:
Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes x 100
"Total Minutes" means the total number of minutes in the applicable calendar month. "Downtime Minutes" means the total number of minutes during which the Service is unavailable, excluding Excluded Downtime as defined in Section 3. A minute is considered "down" if all continuous attempts to establish a connection to the Service within that minute fail.
3. Excluded Downtime
The following categories of downtime will be excluded from the uptime calculation and will not qualify for Service Credits:
a.
Scheduled Maintenance. Planned maintenance windows announced in advance by email and, once it exists, on the status page. The notice period and maximum monthly window will be published with the rest of this SLA.
b.
Force Majeure. Events beyond our reasonable control, including but not limited to natural disasters, acts of war or terrorism, government actions, pandemic, widespread internet failures, or failures of upstream backbone providers.
c.
Customer-Caused Issues. Downtime resulting from your actions or inactions, including misconfiguration of DNS records, exceeding agreed-upon rate limits, or use of the Service in violation of the Terms or documentation.
d.
Third-Party Failures. Downtime attributable to third-party services, software, or hardware not under AlecRae's control, including third-party DNS providers, recipient mail servers, or ISP routing issues.
e.
Emergency Security Patches. Downtime required to apply an urgent security fix, where waiting for a scheduled window would leave you or other users exposed.
4. Service Credits
No service credits are offered during the pre-launch preview. When this SLA comes into force it will include a service-credit table tied to the uptime commitment in Section 1. The credit percentages, caps and eligibility rules will be published on this page before they apply.
5. Email Delivery Performance
We have not yet measured production delivery performance, because no customer mail has been sent. Once mail is flowing we will measure acceptance latency at the API, time from acceptance to hand-off to our transport partner, and inbound processing time, and publish the figures we are prepared to commit to. Delivery into a recipient's inbox depends on the receiving mail system and will not be guaranteed.
6. AI Features
AI features are provided through a third-party model API and are not covered by an availability or accuracy commitment. If the AI provider is unavailable, AI features degrade and the rest of the Service continues to work. We do not publish a spam-filtering accuracy figure; classifications are probabilistic and we do not warrant any specific rate.
7. Support Response Times
During the preview, support is provided by email at [email protected] on a best-effort basis with no committed response time. Support hours, severity definitions and response-time targets by plan will be published here before launch.
8. Monitoring and Reporting
There is no public status page today. When one exists, production uptime and incident history will be reported there, and this page will link to it. Until then, nothing on this page should be read as a measured figure.
9. Credit Request Process
When service credits are in force, a credit will be requested by emailing [email protected] within a window that will be stated here, with the dates and times of the downtime claimed and the affected account. Requests will be reviewed against our own monitoring records.
10. Sole and Exclusive Remedy
Once in force, the service credits described in this SLA will be your sole and exclusive remedy for any failure by AlecRae to meet the commitments stated here, to the maximum extent permitted by law.
11. SLA Modifications
We may update this SLA from time to time. Once it is in force, we will give at least 30 days' notice by email before any change that reduces a commitment, and changes will take effect at the start of the next billing period. Changes during the pre-launch preview are published on this page.
Questions about this SLA? Contact us at [email protected].