Service Level Agreement
Last updated: April 15, 2026
1. Overview
This Service Level Agreement ("SLA") describes the availability and performance commitments for the SENTD email delivery platform. This SLA applies to all paid plans (Starter, Professional, Enterprise, and Scale). Free-tier accounts are not covered by this SLA.
This SLA is incorporated into and forms part of the Terms of Service between you and SENTD.
2. Platform Availability
SENTD commits to 99.9% monthly uptime for the API and dashboard. This means no more than 43 minutes and 28 seconds of downtime per calendar month.
Uptime Targets by Component
| Component | Uptime Target | Max Downtime / Month |
|---|---|---|
| Email Send API | 99.9% | 43m 28s |
| Dashboard | 99.9% | 43m 28s |
| Webhook Delivery | 99.9% | 43m 28s |
| Status Page | 99.95% | 21m 44s |
3. Email Delivery Performance
SENTD commits to delivering 99.5% of properly authenticated emails to the receiving mail server within 60 seconds of API acceptance.
This commitment applies to emails that:
- Are sent from a verified domain with proper DNS records (SPF, DKIM, DMARC)
- Comply with our Acceptable Use Policy
- Are addressed to valid, non-suppressed recipients
- Do not exceed the account's rate limits
Delivery to the recipient's inbox (vs. spam folder) depends on recipient server policies and sender reputation, which are outside SENTD's control and are not covered by this SLA.
4. Measurement
Uptime is calculated as:
Downtimeis defined as any period where the API returns 5xx errors for more than 50% of requests over a 5-minute window, as measured by SENTD's internal monitoring. Isolated errors, timeouts, or degraded performance below the 50% threshold do not constitute downtime.
Scheduled maintenancewindows are excluded from downtime calculations. We will provide at least 48 hours' notice for scheduled maintenance via email and the status page.
5. Support Response Times
Initial response times for support requests vary by plan:
| Plan | Critical Issues | Standard Issues | Channel |
|---|---|---|---|
| Free | Best effort | Best effort | |
| Starter | 12 hours | 24 hours | |
| Professional | 4 hours | 12 hours | Email, Chat |
| Enterprise | 1 hour | 4 hours | Email, Chat, Dedicated Slack |
| Scale | 30 minutes | 2 hours | Email, Chat, Dedicated Slack, Phone |
Critical issues are defined as complete service outages or data loss events. Standard issues include partial degradation, feature requests, and configuration questions.
6. SLA Credits
If SENTD fails to meet the uptime commitment, affected customers are eligible for service credits:
| Monthly Uptime | Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
To receive a credit, you must submit a request to support@sentd.io within 30 days of the end of the calendar month in which the SLA was not met. Include the dates and times of the incident.
Credits are applied against future invoices and do not exceed 50% of the monthly fee. Credits are not redeemable for cash and are not transferable.
7. Exclusions
The following are excluded from uptime calculations and SLA credit eligibility:
- Scheduled maintenancewith at least 48 hours' advance notice
- Force majeure events including natural disasters, acts of government, war, terrorism, or pandemic
- Third-party failuresoutside SENTD's control, including upstream email provider outages (AWS SES, SendGrid, Resend), DNS failures, or internet backbone disruptions
- Customer-caused issues including misconfigured DNS records, API misuse, rate limit violations, or account suspension due to policy violations
- Beta or preview features explicitly marked as such
8. Changes to This SLA
We may update this SLA from time to time. We will notify affected customers at least 30 days before any changes that reduce the committed service levels take effect. Changes that increase service levels or add new commitments will take effect immediately.
9. Contact
For SLA-related inquiries or credit requests:
- Support: support@sentd.io
- Status Page: sentd.io/status