Service Level Agreement

Effective: 1 May 2026

This Service Level Agreement (“SLA”) sets out the availability and support commitments for the Splashify Pro Email API. It applies to production accounts on a paid plan; sandbox and trial accounts are provided on a best-effort basis without SLA commitments.

1. Definitions

• Available — The Email API endpoint at apis.splashifypro.com accepts a well-formed authenticated request and responds within 30 seconds with HTTP status 2xx for valid input or appropriate client error (4xx) for invalid input.
• Unavailable — Any 5-minute interval in which the API returns 5xx errors for more than 50% of valid requests, or fails to respond within 30 seconds for more than 50% of valid requests.
• Monthly Uptime — (Total minutes in month - Unavailable minutes) ÷ Total minutes in month, expressed as a percentage.
• Excluded Downtime — See §4.

2. Uptime commitment

99.95% allows for ~22 minutes of unavailability per 30-day month. 99.9% allows for ~43 minutes.

Uptime is measured from publicly-reachable monitoring nodes in at least 3 geographic regions (Mumbai, Singapore, Frankfurt). The authoritative measurement is published at status.splashifypro.com .

3. Service credits

If we miss the uptime target in a calendar month, you are entitled to service credits applied to the next month’s invoice:

Claiming credits

1. Submit a credit request to billing@splashifypro.in within 30 days of the affected month.
2. Include account ID, the dates and times of the outage you observed, and the impact on your sending.
3. We respond within 10 business days. Credits are applied to the next invoice. They cannot be exchanged for cash and do not roll over more than 12 months.

Credits are your sole and exclusive remedy for missed uptime targets, except in cases of gross negligence or wilful misconduct.

4. Excluded downtime

The following do not count against the uptime target:

• Scheduled maintenance announced at least 7 days in advance via the status page and partner email. We schedule maintenance during low-traffic windows where possible.
• Force majeure events outside our reasonable control — earthquakes, floods, war, terrorism, civil unrest, labor strikes, internet backbone outages, government action.
• Recipient mailbox provider issues — slow or rejected delivery caused by the recipient’s mail server. Webhook events for these outcomes are still delivered.
• Customer-caused outages — your account paused for AUP violations, missing payment, exhausted wallet, exceeded quotas, or insufficient sender reputation.
• Your network or DNS issues — failure of your DNS records, your firewall blocking our IPs, or your network infrastructure.
• API misuse — sending malformed requests, exceeding rate limits, or other behavior counted as 4xx (which by definition is not an outage on our side).
• Beta features — anything labelled “Beta” in the documentation.

5. Support response times

Support is provided in English via email and the in-product chat during Indian business hours (Mon–Sat, 09:30–19:30 IST).

S1 issues outside business hours are picked up by the on-call rotation; first response within 4 hours.

Severity is set by you when you open the ticket. We may downgrade severity if the issue does not match the definitions above.

6. Webhook delivery commitment

When a deliverable event (Send, Delivery, Bounce, Complaint, Open, Click, etc.) is generated for a sender that has configured a webhook destination on its configuration set:

• We will attempt delivery to the configured URL.
• We will retry on 5xx and timeout responses according to our retry schedule.
• We will not retry on 2xx (delivered) or 4xx (rejected by recipient — assumed to be deliberate).
• Webhook backlogs older than 24 hours that we have failed to deliver after the documented retries are dropped, with audit-log entries you can query.

99.9% target on webhook delivery means we deliver at least 99.9% of generated events within the documented retry window. Events that your endpoint returns 4xx for are counted as delivered for SLA purposes (we did our part).

7. Deliverability

We do not offer a deliverability SLA. Deliverability depends on your sender reputation, content, list quality, and the policies of recipient mailbox providers — none of which we control. We provide the tooling to maintain good deliverability: verified identities, suppression list, reputation monitoring, event webhooks.

If you suspect a deliverability issue caused by Splashify Pro infrastructure (e.g. our shared sending IP is on a blocklist), open an S2 ticket and we will investigate.

8. Data durability

For data we store on your behalf (suppression list, configuration sets, templates, audit log), we target 99.999999999% (11 nines) durability over a calendar year. We achieve this through replicated storage with periodic backups; no customer action is required.

Email content in the outbox is retained for 30 days per the DPA §7 and is not backed up beyond that window.

9. Termination for repeated SLA breaches

If we miss the monthly uptime target in 3 consecutive months or in any 5 of 12 rolling months, you may terminate the affected service at the end of the current billing period without penalty. Pro-rated refund of pre-paid fees is available on request.

10. Changes to this SLA

We may update this SLA with 60 days’ prior notice. Changes that make the SLA materially less protective give you the right to terminate without penalty within 30 days of the change taking effect. Improvements take effect immediately without notice.

Status and incident communication