Service Level Agreement
The object of the Mailjet Service Level Agreement is to define the scope and level of quality of the Emailing Service as well as the maintenance and support commitments that are applicable to it.
1. Operational support
The Service Provider offers second level support for the Emailing Service (‘Support’), by (i) responding to requests for information and assistance from the Client’s Administrator in relation to the use of the Emailing Service, it being understood that the Administrator alone may contact/access Support and (ii) fixing faults in relation to use of the Emailing Service that could not be solved by the Client’s Administrator, in spite of their best efforts, at first level support.
It is the responsibility of the Client to designate an administrator (‘Administrator’) within their organization whose responsibility it will be to receive requests for information and assistance from Users authorized by the Client and to try to respond to them. The Service provider reserves the right to invoice the Client for any request for intervention by Support relating to the first level (such as a fault linked to bad configuration by the Client or the Client’s technical environment, for example).
1.1 First level support
The Administrator will provide the Client’s other Users with first level support, including:
- Training of Users and providing assistance in use of the Emailing Service.
- Creation and management of sub-accounts linked to the master-account as well as management of Users’ access authorizations.
- Fixing problems linked to Users’ work stations (PC and browser).
- Installation, optimization and operation of connections (by internet or dedicated lines) to network connection equipment, the latter being the physical frontier for the Service Provider.
- Solving of problems linked to inconsistencies in the base settings.
- Fixing faults found in the known issues database (FAQ database).
Before seeking second level support (‘Support’) from the Service Provider, an initial stage of diagnostics and analysis should be carried out by the Administrator, particularly including:
- Obtaining all useful information from the User concerned about the incident encountered and its reproducibility.
- Searching the FAQ database to check that the solution is not already available there.
- An attempt to reproduce the incident.
- Checking the local network (firewall, proxy, etc.), about which the Service Provider has no knowledge and over which they have no means of control.
1.2 Access to Support
Only the Administrator may access the second level general technical Support via the Technical Support personal interface using (‘Helpdesk’) tickets, accessible from the Mailjet platform seven days a week and 24 hours a day.
‘Ticket’ means the folder, indexed by a unique identification number, created by the Faults Helpdesk management tool when the Client indicates the existence of a Fault to Support, and in which each intervention by Support is recorded until the Fault is fixed and/or the folder is closed.
1.3 How Support works
Each time that a ticket is opened, it results in the immediate creation of a folder, identified by an incident number, and containing all information provided by the Administrator about the incident encountered. For this reason, the Administrator should pass on all information in their possession that is required to fix the Fault, such as system messages, copies of error messages, and documentation linked to the Fault in question. All this information is entered in the Helpdesk online tracing tool.
A Fault is defined as any repetitive and reproducible problem with the functioning of the Emailing Service, always excluding cases in which interruption or degradation to the Emailing Service is caused by a deliberate decision by the Service Provider made following behavior of the Client deemed to be abnormal or incorrect. All Faults may be classified into three distinct categories, depending on their criticality:
- Critical Fault = any Fault causing (i) inaccessibility of the Client admin, or of the API, or of the SMTP in, or (ii) inability of the Client to send emails (absence of email handling).
- Semi-critical Fault = any minor fault in the functioning, enabling of access and use of the Emailing Service, with all its applications and/or features, even if they (access and use of the Emailing Service) have to be carried out via a bypass procedure and/or with a degraded sending rate (extreme slowness, random errors) and/or causing partial interruption to the email sending function or blockage of a significant percentage of emails (over 10% of emails are systematically delayed, defined as over 12 consecutive hours for emailing campaigns and over 30 minutes for transactional emails).
- Non-critical Fault = any Fault that does not belong in the above Critical or Semi-critical categories (for example, lack of sending of automatic start of the week reports, unavailability or temporary lack of content updates of a ‘read only’ nature, such as statistics).
Classification of Faults into one or other of the three categories above will be definitive after qualification by Technical Support.
Fault fixing and/or closure of the incident folder (closure of the ticket) will be subject to a notification to the Administrator via the Helpdesk.
Closure of an incident folder will be confirmed (a) after fixing of the Fault or (b) failing a response from the Client Administrator to a request from the Service Provider for additional information required in order to fix the Fault or (c) by written agreement regarding closure of an unresolved folder.
If a bypass solution to a Critical or Semi-critical Fault is implemented by Technical Support, the Fault will automatically be downgraded to a Fault of the next most critical nature and the time limit for fixing the Fault will be that associated with the new classification.
The response time following the opening of a ticket corresponds to the time elapsed between opening of the ticket on the Helpdesk and its handling by Support.
2. Availability of the Emailing Service – Maintenance
2.1 Availability rate
The availability rate of the Emailing Service depends on the type of access chosen by the Client, as set out in the Service level agreement table (see below).
The availability rate is calculated based on 24/7 availability, excluding planned maintenance periods, network failure, or failure of technical intermediaries, or in the case of force majeure.
The Service Provider will make every effort to enable access and use of the Emailing Service under the best possible technical conditions. However, the Parties agree that the correct functioning of the internet in its entirety cannot be guaranteed and that losses of connection may be due to failures by technical intermediaries, the latter being defined as all third party service providers beyond the control of the Service Provider, but whose service contributes, directly or indirectly, to delivery of the Emailing Service (this also applies to internet service providers).
In the event of an unexpected interruption to the Emailing Service, the Service Provider will take every possible measure to discover the cause and restore the Emailing Service in the shortest possible time.
2.2 Planned maintenance periods
Technical maintenance is defined as maintenance relating to the technical environment (hardware, operating systems, and networks) hosting the Emailing Service.
The Service provider agrees to take all possible measures in order to limit any inconvenience to the Client.
In general, during maintenance periods, access and use of the Emailing Service may be temporarily suspended or degraded, but reception of emails via SMTP in will still be possible.
When complex maintenance or improvements to the technical environment are required, the Service Provider reserves the right to limit access to the Emailing Service to transactional emails only for a maximum period of forty-eight (48) hours, and with a limit of two such operations per calendar year. Complex maintenance operations will only be carried out on weekends, and information on the planned date and the predicted duration of the operation will be emailed to the Client at least thirty (30) days before commencement of the operation.
3. Email handling times
The Service Provider agrees to make every commercially reasonable effort to ensure that processing of the Client’s data from their reception by the Service Provider to sending of emails by the Emailing Service (leaving from the platform) should be carried out in the shortest possible time. With regard solely to transactional emails, the Service provider will make every effort to respect the time limits set out in the Service level agreement table (see below).
We define ‘handling times’ as the time elapsing between the positive response of the Service Provider’s SMTP server or Send API and the time when the message is processed and ready to be added to the delivery queue, before the first attempt.
This time limit is only guaranteed under the following cumulative conditions:
- Account without ‘rate limit’ (with no restriction on use).
- Excluding Client error (e.g. incorrect delivery address, incorrect configuration, incorrect source file).
- Excluding thirty (30) day introductory period from the first sending of emails.
- Excluding significant alteration in the volume of email sent, the sending rate, and the quality of the Client’s own statistics.
- Excluding attribution by the Client of a low priority.
- Excluding planned maintenance periods.
4. Service level agreement table
|N°||Indicator||Measurement period||Target values||Tolerance or reliability index|
|1||Maximum handling time for transactional emails||Monthly||30 minutes||99%|
|2||Availability of the platform||Monthly||Admin access||99 %|
|SMTP in (providing that the SMTP protocol and the MX norm are followed)||99 %|
|3||Response time for a Critical Fault||Monthly||2 hours*||98%|
|4||Response time for a Semi-Critical Fault||Monthly||4 hours*||98%|
|5||Response time for a Non-Critical Fault||Monthly||8 hours*||98%|
*Response times during opening hours of Technical Support. Please note that the opening hours for the English language Technical Support are 24/7. French language Technical Support is only available from 8 am to 5.30 pm (working days only).