MailArchiva Cloud Service Level Agreement (SLA)
This Service Level Agreement ("SLA") outlines the service availability and support commitments provided by Stimulus Tech Limited ("Stimulus Tech") to customers of MailArchiva Cloud ("the Service").
1. Service Availability Commitment
Stimulus Tech will use commercially reasonable efforts to ensure that the Service is available at least 99.5% of the time in any given calendar month ("Service Level Objective"). This uptime percentage excludes planned maintenance, customer-requested downtime, and outages beyond Stimulus Tech’s reasonable control.
2. Infrastructure Providers
Stimulus Tech hosts the MailArchiva Cloud Service using infrastructure providers including:
• Digital Ocean for compute resources
• Wasabi and Backblaze for object storage
Stimulus Tech does not operate the physical infrastructure directly and relies on the uptime of these vendors to meet availability goals.
3. SLA Exclusions
This SLA does not apply to:
• Issues caused by factors outside Stimulus Tech’s reasonable control (e.g., internet backbone outages, force majeure)
• Customer equipment, software, or other third-party services not managed by Stimulus Tech
• Downtime resulting from any actions or inactions by the customer or their users
• Scheduled maintenance with at least 48 hours' prior notice
4. Support Commitment
Stimulus Tech will respond to support requests during business hours (Monday–Friday, 9am–5pm NZT, excluding public holidays) submitted to:
tech [at] stimulustech.io.
Support includes:
• Troubleshooting issues with the Service
• Providing operational guidance
• Coordinating resolution of infrastructure outages
6. Modifications
Stimulus Tech reserves the right to modify this SLA by publishing an updated version at https://stimulustech.io/legal with at least 30 days' notice. Continued use of the Service after the change takes effect constitutes acceptance of the updated SLA.
7. Definitions
• Service Level Objective (SLO): The target availability percentage per calendar month.
• Downtime: Periods where the Service is unreachable due to infrastructure-level failures under Stimulus Tech’s control.
• Planned Maintenance: Pre-scheduled work to maintain or improve the Service, communicated to customers in advance.
If you have questions regarding this SLA, please contact us at tech [at] stimulustech.io.