---
title: "Uptime guarantee"
description: "The OpenEmail uptime guarantee for workspaces on the Business and Enterprise plans: 99.9% each month, how it is measured, what counts as downtime and the credits when we miss it."
url: "https://openemail.uk/sla"
---

Legal

# Uptime guarantee. What we promise.

This is the service level agreement (SLA) for OpenEmail. It says how much of each month the service is up for workspaces on the Business and Enterprise plans, how that is measured, and what you get back when we fall short.

In effect from October 12, 2026[Terms of Service](https://openemail.uk/terms.md)

## The short version

- 99.9% uptime, every month
  
  For workspaces on the Business and Enterprise plans. Other plans carry no uptime commitment.
- Measured from outside
  
  An independent monitoring service checks the app and the API every minute from at least three regions.
- Our providers’ outages count
  
  When the infrastructure we rely on goes down and takes the service with it, that is downtime under this guarantee.
- Credits when we miss it
  
  Between 10% and 50% of that month’s fee, taken off the next invoice once you claim it.

## The guarantee

The service is up for at least 99.9% of each calendar month.

The guarantee covers workspaces on the Business and Enterprise plans. Other plans carry no uptime commitment.

This guarantee is part of the [Terms of Service](https://openemail.uk/terms.md).

## What counts as the service

The guarantee covers:

- the app and the API: signing in, reading mail and sending mail
- accepting incoming mail for your domains
- handing outgoing mail on for delivery

## How it is measured

An independent monitoring service checks the app and the API every minute from at least three regions, and test messages are sent and received around the clock.

A minute counts as down when those checks fail from more than one region.

Uptime is the minutes of the month that were not down, as a share of all the minutes in the month.

## What does not count

These do not count as downtime:

- up to 4 hours of maintenance in a month, announced in advance on the [status page](https://status.openemail.uk)
- problems with your own DNS records
- other people’s mail servers refusing or delaying mail
- a suspended account or workspace

Outages at the infrastructure providers we rely on do count as downtime. If one of them fails and the service goes down with it, those minutes are counted like any others.

## Credits

When uptime in a month falls below 99.9%, the affected workspace can claim a credit. It is a share of that month’s fee for that workspace.

| Uptime in the month | Credit |
| --- | --- |
| Below 99.9% but at least 99% | 10% of that month’s fee |
| Below 99% but at least 95% | 25% of that month’s fee |
| Below 95% | 50% of that month’s fee |

- **Uptime in the month**
  Below 99.9% but at least 99%
- **Credit**
  10% of that month’s fee

- **Uptime in the month**
  Below 99% but at least 95%
- **Credit**
  25% of that month’s fee

- **Uptime in the month**
  Below 95%
- **Credit**
  50% of that month’s fee

The most a month can earn is 50% of that month’s fee. Credits are not paid out as money.

Credits are the only remedy for missed uptime.

## How to claim

Write to [support@openemail.uk](mailto:support@openemail.uk) within 30 days of the end of the month and name the workspace.

We check the claim against the monitoring records and take the credit off the next invoice.

## Incidents and planned work

Incidents and planned work are posted on the [status page](https://status.openemail.uk).