Service Level Agreement (SLA)
Last Updated: June 2026
Overview
This Service Level Agreement ("SLA") describes SendCore's service availability objectives and support commitments for paid customers.
Service Availability
SendCore targets a monthly uptime of 99.9% for:
- Dashboard Services
- API Services
- SMTP Services
This target excludes:
- Scheduled maintenance
- Force majeure events
- Internet outages outside SendCore's control
- Third-party service disruptions
- Customer configuration errors
Scheduled Maintenance
SendCore may perform scheduled maintenance to improve service reliability and security.
Where possible, customers will receive advance notice.
Support
Support Email: support@usesendcore.com
Support Hours: Monday to Friday
Response Targets
Critical Issues
Initial Response: Within 4 Hours
High Priority Issues
Initial Response: Within 12 Hours
General Support Requests
Initial Response: Within 24 Hours
Incident Management
SendCore will investigate service disruptions and provide updates when appropriate.
Service Credits
At this stage, SendCore does not provide service credits.
As enterprise offerings evolve, service credit provisions may be introduced.
Changes
SendCore may update this SLA periodically.