Service Level Agreement
This Service Level Agreement ("SLA") forms part of the Terms and
Conditions between You and SpamKill Inc. (referred to as "Us", "We", "Our") and governs the
service levels that We commit to provide for Our spam filtering and email security services
(the "Services"). This SLA supplements and is incorporated into
Our main Terms and Conditions. In the event of any conflict between this SLA and the main
Terms and Conditions, this SLA shall prevail with respect to service level commitments.
By using Our Services, You acknowledge and agree to be bound by the service levels and
commitments outlined in this SLA. We are committed to providing reliable, high-quality
email security services that meet or exceed the standards defined herein.
1. Definitions
When used in this SLA with the initial letters capitalized, the following terms have the
following meanings:
Availability: The percentage of time during a calendar month
that the Services are operational and accessible to You, excluding Scheduled Maintenance
and Force Majeure Events.
Business Hours: Monday through Friday, 9:00 AM to 6:00 PM
Pacific Time, excluding statutory holidays in British Columbia, Canada.
Critical Issue: A complete service outage or security breach
that affects all or substantially all customers and prevents normal use of the Services.
Downtime: The total accumulated time during which the Services
are not available, excluding Scheduled Maintenance and Force Majeure Events.
High Priority Issue: A significant service degradation that
affects multiple customers or core functionality but does not constitute a complete outage.
Monthly Uptime Percentage: The percentage calculated as
(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100.
Response Time: The time from when We receive notification of
an issue until We provide the initial response acknowledgment.
Scheduled Maintenance: Planned maintenance activities performed
by Us with advance notice to You, typically during off-peak hours.
Service Credit: A credit applied to Your account as compensation
for failure to meet the committed service levels outlined in this SLA.
2. Scope
This SLA applies to all SpamKill email security and spam filtering services provided under
Your active subscription. The commitments outlined in this SLA cover:
- Service availability and uptime
- Email processing and filtering performance
- Support response times
- Security and compliance standards
- Data protection and privacy measures
This SLA does not apply to:
- Third-party services or integrations not directly controlled by SpamKill
- Issues caused by Your infrastructure, network, or configuration problems
- Scheduled maintenance windows
- Force Majeure events beyond Our reasonable control
- Beta or trial features explicitly marked as such
3. Service Description
SpamKill provides cloud-based email security services including but not limited to:
3.1 Email Filtering Services
- Real-time spam detection and blocking
- Malware and virus scanning
- Phishing protection
- Advanced threat detection
- Email quarantine management
3.2 Performance Standards
- Email Processing Time: 99% of emails processed within 30 seconds
- False Positive Rate: Less than 0.1% for legitimate emails
- Spam Detection Rate: Greater than 99.9% accuracy
- Virus Detection Rate: Greater than 99.95% of known threats
3.3 Availability Commitment
We commit to maintaining a Monthly Uptime Percentage of at least 99.9%
for Our core email filtering services.
4. Monitoring & Reporting
4.1 Service Monitoring
We continuously monitor Our services using automated tools and manual processes to ensure
optimal performance and availability. Our monitoring includes:
- Real-time service availability monitoring
- Performance metrics tracking
- Security threat monitoring
- Infrastructure health checks
4.2 Reporting
We provide regular reporting on service performance including:
- Monthly availability reports
- Performance metrics summaries
- Security incident reports (when applicable)
- Maintenance activity summaries
Reports are available through Your customer portal and may be provided via email upon request.
5. Support & Response Times
5.1 Severity Matrix
| Severity Level |
Description |
Response Time |
Resolution Target |
| Critical |
Complete service outage or security breach |
1 hour (24/7) |
4 hours |
| High |
Significant service degradation |
4 hours (Business Hours) |
24 hours |
| Medium |
Minor service issues or feature problems |
8 hours (Business Hours) |
72 hours |
| Low |
General questions or enhancement requests |
24 hours (Business Hours) |
5 business days |
5.2 Support Channels
Support is available through the following channels:
- Email: [email protected] (Primary channel)
- Customer Portal: Available 24/7 for ticket submission
- Emergency Hotline: Available for Critical issues (contact details provided separately)
- Live Chat: Available during Business Hours
6. Maintenance & Exemptions
6.1 Scheduled Maintenance
We may perform scheduled maintenance on Our systems to ensure optimal performance and security.
Scheduled maintenance is excluded from availability calculations and will be conducted as follows:
- Advanced notice of at least 48 hours for routine maintenance
- Advanced notice of at least 7 days for major maintenance activities
- Maintenance typically scheduled during off-peak hours (weekends or late nights Pacific Time)
- Emergency maintenance may be performed with minimal notice when required for security or stability
6.2 Service Level Exemptions
The following events are excluded from SLA calculations:
- Issues caused by Your actions, omissions, or misuse of the Services
- Problems with Your internet connectivity or local network infrastructure
- Third-party service provider outages or issues
- Force Majeure events as defined in Our Terms and Conditions
- Denial of Service attacks or other malicious activities targeting Our infrastructure
- Scheduled maintenance windows
7. Remedies & Credits
7.1 Service Credits
If We fail to meet the availability commitments outlined in this SLA, You may be eligible
for Service Credits calculated as follows:
| Monthly Uptime Percentage |
Service Credit |
| 99.0% - 99.8% |
10% of monthly fees |
| 95.0% - 98.9% |
25% of monthly fees |
| Below 95.0% |
50% of monthly fees |
7.2 Credit Request Process
To request Service Credits:
- Submit a request within 30 days of the end of the affected billing month
- Provide details of the service disruption experienced
- Include any relevant logs or documentation
- Service Credits will be applied to Your next billing cycle upon approval
7.3 Credit Limitations
Service Credits are subject to the following limitations:
- Maximum Service Credits per month: 100% of monthly fees for affected services
- Credits are Your sole remedy for service level failures
- Credits cannot be converted to cash or transferred to other accounts
- Credits expire if not used within 12 months of issuance
8. Security, Privacy & Compliance
8.1 Security Standards
We maintain comprehensive security measures including:
- Data encryption in transit and at rest
- Multi-factor authentication for administrative access
- Regular security audits and penetration testing
- 24/7 security monitoring and incident response
- Compliance with industry security frameworks (SOC 2, ISO 27001)
8.2 Privacy Protection
We are committed to protecting Your privacy and personal data in accordance with:
- Our Privacy Policy
- Applicable data protection laws (GDPR, PIPEDA, etc.)
- Industry best practices for data handling
8.3 Compliance Standards
Our services maintain compliance with relevant standards including:
- GDPR (General Data Protection Regulation)
- PIPEDA (Personal Information Protection and Electronic Documents Act)
- SOC 2 Type II
- ISO 27001 (Information Security Management)
9. Change Management
We follow structured change management processes to minimize service disruptions:
9.1 Change Categories
- Emergency Changes: Critical security or stability fixes (immediate implementation)
- Standard Changes: Regular updates and improvements (scheduled during maintenance windows)
- Major Changes: Significant system modifications (advance notice and coordination)
9.2 Notification Process
- Emergency changes: Notification during or immediately after implementation
- Standard changes: 48-hour advance notice
- Major changes: 7-day advance notice with detailed impact assessment
9.3 Rollback Procedures
All changes include documented rollback procedures to quickly restore service in case of issues.
10. Customer Responsibilities
To ensure optimal service delivery, You are responsible for:
10.1 Account Management
- Maintaining current and accurate account information
- Properly configuring DNS and email routing settings
- Monitoring and managing Your email systems integration
- Promptly reporting service issues or concerns
10.2 Security Compliance
- Maintaining secure passwords and access credentials
- Implementing appropriate security measures on Your end
- Following security best practices and guidelines
- Reporting suspected security incidents promptly
10.3 Service Usage
- Using the Services in accordance with Our Terms and Conditions
- Not exceeding agreed-upon usage limits
- Cooperating with troubleshooting and support efforts
- Providing necessary information for service delivery
11. Term, Renewal & Termination
11.1 SLA Term
This SLA is effective for the duration of Your active subscription to Our Services and
automatically renews with each subscription renewal.
11.2 SLA Updates
We may update this SLA from time to time. Material changes will be communicated with
at least 30 days advance notice. Continued use of the Services after SLA updates
constitutes acceptance of the revised terms.
11.3 Termination Impact
Upon termination of Your subscription, this SLA will cease to apply. Any pending
Service Credit requests must be submitted within 30 days of termination.
12. Liability Cap
Our total liability for any claims related to service level failures under this SLA
is limited to the Service Credits outlined herein. Service Credits represent Your
sole and exclusive remedy for any service level failures.
In no event shall Our total liability for service level failures exceed the total
amount paid by You for the affected Services during the 12-month period preceding
the claim.
This liability limitation is in addition to and does not modify the liability
limitations in Our main Terms and Conditions.
13. Confidentiality
Information related to service performance, availability metrics, and security
measures disclosed under this SLA is considered confidential and subject to the
confidentiality provisions in Our main Terms and Conditions.
You may share service level information with Your auditors, consultants, or
regulatory bodies as necessary for compliance purposes, provided they are bound
by appropriate confidentiality obligations.
14. Force Majeure
We shall not be liable for any failure to meet service levels due to Force Majeure
events, which include but are not limited to:
- Natural disasters (earthquakes, floods, storms, etc.)
- Acts of government or regulatory changes
- War, terrorism, or civil unrest
- Labor strikes or disputes
- Internet backbone failures or major ISP outages
- Cyber attacks targeting critical infrastructure
- Pandemic-related restrictions or requirements
During Force Majeure events, We will make commercially reasonable efforts to
minimize service disruptions and communicate with affected customers.
15. Governing Law
This SLA is governed by the laws of the province of British Columbia and the
applicable laws of Canada, consistent with Our main Terms and Conditions.
Any disputes arising from this SLA shall be resolved through the same dispute
resolution procedures outlined in Our main Terms and Conditions.
Conclusion
This Service Level Agreement represents Our commitment to providing reliable,
high-quality email security services. We continuously work to exceed these
commitments and provide exceptional service to Our customers.
For questions about this SLA or Our service commitments, please contact Our
support team at [email protected].
Last Updated: July 2, 2025
