Service Level Agreement

This Service Level Agreement ("SLA") applies to all subscribers of ProEmails paid plans and governs the service performance commitments of the ProEmails email hosting platform ("Service"), operated by ProEmails ("ProEmails," "we," "us," or "our"). This SLA is incorporated into and forms part of the Terms of Service.

Definitions

• "Billing Cycle" means the recurring period for which subscription fees are charged (annual or bi-annual, as selected at purchase).
• "Downtime" means any period during which the Service is not Available, as measured by ProEmails' monitoring systems.
• "Monthly Uptime Percentage" means the percentage of total minutes in a calendar month during which the Service is Available, calculated as: ((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100.
• "Available" / "Availability" means that users can send and receive email via the Service, access their mailboxes through supported protocols (IMAP, POP3, SMTP, and webmail), and that DNS resolution for ProEmails-hosted domains is functioning correctly.
• "Service Credit" means a credit applied to a future invoice as compensation for a verified failure to meet the Uptime Commitment, calculated in accordance with Section 5 of this SLA.
• "Scheduled Maintenance" means planned maintenance windows communicated to users in advance.
• "Incident" means a single continuous period of Downtime.

ProEmails commits to using commercially reasonable efforts to maintain a Monthly Uptime Percentage of 99.9% ("Uptime Commitment") for the core email services described below during each calendar month.

Services Covered

• SMTP email sending and receiving (inbound and outbound mail flow)
• IMAP and POP3 mailbox access
• Webmail interface access
• DNS resolution for ProEmails-hosted email domains
• AI spam filtering infrastructure (incoming and outgoing mail processing)

What 99.9% Uptime Means

A 99.9% Monthly Uptime Percentage permits a maximum of approximately 43 minutes and 50 seconds of Downtime in a 30-day calendar month (or approximately 43.83 minutes). This is calculated as: 30 days × 24 hours × 60 minutes = 43,200 total minutes × 0.1% = 43.2 minutes of permitted Downtime.

ProEmails monitors service Availability using automated monitoring systems that perform checks at regular intervals (no less than once every five (5) minutes) from multiple geographically distributed monitoring locations.

• Uptime is measured on a calendar-month basis, beginning at 00:00:01 UTC on the first day of each month and ending at 23:59:59 UTC on the last day of each month.
• Downtime is measured in one-minute increments. A minute is counted as Downtime if automated monitoring detects that the Service is not Available during any portion of that minute.
• Monitoring data is the authoritative source for uptime calculations. Third-party monitoring results may be considered as supplementary evidence but are not determinative.
• ProEmails will make uptime status data available to customers upon written request for any given month within the preceding twelve (12) months.

The following events and conditions are excluded from the calculation of the Monthly Uptime Percentage and shall not constitute Downtime for the purposes of this SLA:

• Scheduled Maintenance: Planned maintenance windows for which ProEmails has provided at least forty-eight (48) hours' advance notice via email or status page. ProEmails will endeavour to schedule maintenance during off-peak hours (between 02:00 and 06:00 UTC) and to limit scheduled maintenance to no more than four (4) hours per calendar month.
• Emergency Maintenance: Unscheduled maintenance required to address critical security vulnerabilities, data integrity issues, or imminent threats to infrastructure stability. ProEmails will make commercially reasonable efforts to provide notice as soon as practicable.
• Force Majeure Events: Events beyond ProEmails' reasonable control, as described in Section 11 of this SLA.
• Customer-Caused Issues: Downtime or service degradation caused by or attributable to: (a) the customer's own network, hardware, software, or configuration; (b) the customer's breach of the Terms of Service; (c) the customer's failure to comply with DNS configuration requirements or other technical requirements communicated by ProEmails.
• Third-Party Services: Failures, outages, or degradation of third-party services, networks, or infrastructure not operated or controlled by ProEmails, including but not limited to the customer's internet service provider, domain registrar, or third-party DNS providers.
• Account Suspension: Any period during which the customer's account is suspended or restricted due to a violation of the Terms of Service, including the Acceptable Use Policy.
• Features in Beta or Preview: Any service feature designated by ProEmails as "beta," "preview," "early access," or similar, unless explicitly covered by a separate service commitment.

If ProEmails fails to meet the Uptime Commitment in any given calendar month, and the customer submits a valid claim in accordance with Section 6, the customer shall be entitled to a Service Credit calculated as a percentage of the monthly subscription fee for the affected month, according to the following schedule:

For the purposes of calculating the monthly fee where the subscription is billed annually or bi-annually, the monthly fee shall be the total subscription amount paid divided by the number of months in the subscription period (12 months for annual, 24 months for bi-annual).

Credit Limitations

• The maximum aggregate Service Credit for any single calendar month shall not exceed one hundred percent (100%) of the monthly subscription fee for that month.
• Service Credits are applied as credits against future invoices and are not payable as cash refunds.
• Service Credits may only be applied to the customer's active ProEmails subscription and are non-transferable.
• Service Credits that cannot be applied due to account termination or cancellation shall be forfeited.
• Service Credits are the customer's sole and exclusive remedy for ProEmails' failure to meet the Uptime Commitment.

To receive a Service Credit, the customer must satisfy all of the following conditions:

• Submit a written claim to sla@proemails.com within thirty (30) days of the end of the calendar month in which the alleged Downtime occurred.
• The claim must include: (a) the customer's account email address and account identifier; (b) the calendar month for which the claim is made; (c) the dates and times (in UTC) of the alleged Downtime; (d) a description of the service unavailability experienced; and (e) any supporting evidence (e.g., error messages, screenshots, third-party monitoring logs).
• ProEmails will investigate the claim and respond within fifteen (15) business days of receipt. ProEmails' own monitoring data shall be the primary basis for determining whether the Uptime Commitment was met, though customer-provided evidence will be considered.
• If the claim is validated, the Service Credit will be applied to the customer's next invoice. If the customer has no pending invoice, the credit will be applied to the following billing cycle's invoice.

Failure to submit a claim within the thirty (30) day window shall constitute a waiver of the customer's right to a Service Credit for that calendar month.

ProEmails employs a multi-layered AI-powered spam and threat filtering system as a core component of the Service. By subscribing to the Service, you acknowledge and agree to the following:

SMTP-Level Rejection

Our AI filtering system analyses incoming email traffic at the SMTP (Simple Mail Transfer Protocol) handshake stage, before messages are accepted into our infrastructure. When our systems determine with high confidence that an incoming message constitutes spam, phishing, malware, or other prohibited content, the message is rejected at SMTP level - meaning our servers decline to accept the message from the sending server. This approach prevents spam from ever entering our systems, reducing storage burden and protecting our users and IP reputation.

Adaptive Learning from User Feedback

Our AI spam filtering system incorporates adaptive learning capabilities. When you move an email to your Spam or Junk folder, the system treats this action as a training signal. The AI analyses the characteristics of the flagged message (including headers, sender patterns, content signals, and reputation data) and adjusts its classification models accordingly. This feedback loop enables the system to improve its accuracy over time for your account and, where applicable, for the broader ProEmails user base.

Conversely, when you move an email from your Spam folder to your Inbox, the system similarly learns from this correction, reducing the likelihood of similar legitimate messages being classified as spam in the future.

No Guarantee of Perfect Accuracy

While our AI systems are designed to achieve high accuracy in distinguishing legitimate email from spam, phishing, and malware, no automated filtering system can guarantee perfect results. You acknowledge and accept that:

• Some spam, phishing, or malicious emails may occasionally bypass the filter and reach your Inbox (false negatives).
• Some legitimate emails may occasionally be incorrectly classified as spam and delivered to your Spam folder or rejected at SMTP level (false positives).
• The AI system may make errors, particularly during the early stages of use for a new account or domain, as the system requires a learning period to calibrate effectively.
• ProEmails does not warrant that all unsolicited, unwanted, or harmful email will be detected and filtered. The filtering system is a best-effort protective measure, not an absolute guarantee.
• ProEmails shall not be liable for any loss, damage, or harm resulting from false positives (legitimate emails incorrectly filtered) or false negatives (spam or malicious emails not detected).

Processing Location

All AI filtering and spam classification is performed exclusively on servers located within the European Union. No email content, metadata, or classification data is transmitted to external AI providers, cloud services, or third-party APIs. The entire filtering pipeline operates on ProEmails-controlled EU infrastructure in compliance with the General Data Protection Regulation (GDPR).

To maximise the effectiveness of our AI spam filtering system, users are expected to:

• Report missed spam: When a spam or phishing email reaches your Inbox, move it to your Spam or Junk folder. This action provides a training signal to the AI system and improves future filtering accuracy.
• Correct false positives: When a legitimate email is incorrectly delivered to your Spam folder, move it to your Inbox. This action signals to the AI system that the message was incorrectly classified and reduces the likelihood of similar messages being filtered in the future.
• Avoid marking legitimate email as spam: Marking legitimate commercial emails (e.g., newsletters you subscribed to) as spam may degrade the accuracy of the filtering system for your account and, where applicable, for other users.
• Do not disable or bypass filtering: Attempts to disable, circumvent, or interfere with the AI filtering system are prohibited under the Terms of Service.

The adaptive learning system requires a reasonable volume of user feedback to achieve optimal accuracy. New accounts may experience lower filtering precision during the initial calibration period.

ProEmails provides customer support via email. Response time targets are based on the severity of the issue, as classified below. All response time targets refer to initial response times, not resolution times.

Support is provided in English. Response time targets apply during business hours (Monday to Friday, 09:00 to 17:00 UTC, excluding UK public holidays). Critical issues are monitored on a best-effort basis outside of business hours.

ProEmails maintains the following infrastructure commitments as part of this SLA:

• All email data, AI filtering infrastructure, and associated services are hosted exclusively on servers located within the European Union.
• Email data is encrypted at rest using AES-256 encryption and in transit using TLS 1.2 or higher.
• ProEmails performs regular automated backups of customer data. Backup frequency and retention periods are determined at ProEmails' sole discretion.
• ProEmails maintains redundant infrastructure to minimise the impact of hardware failures on service Availability.
• No email content, metadata, or AI classification data is shared with or transmitted to external third parties, AI providers, or cloud services.

For further details on data processing and privacy practices, please refer to our Privacy Policy and GDPR Compliance Statement.

ProEmails shall not be liable for any failure or delay in meeting its obligations under this SLA to the extent that such failure or delay is caused by events beyond its reasonable control, including but not limited to:

• Acts of God, natural disasters, floods, earthquakes, epidemics, or pandemics;
• War, terrorism, riots, civil unrest, or insurrection;
• Government actions, sanctions, embargoes, or regulatory changes;
• Widespread failures or disruptions of third-party telecommunications networks, internet infrastructure, or power grids;
• Cyberattacks, including distributed denial-of-service (DDoS) attacks, ransomware, or other malicious acts by third parties directed at ProEmails' infrastructure;
• Labour disputes, strikes, or lockouts not involving ProEmails' own employees.

In the event of a force majeure, ProEmails will make commercially reasonable efforts to restore service as promptly as practicable and will communicate with affected customers regarding the nature and expected duration of the disruption.

Service Credits issued in accordance with Section 5 are the sole and exclusive remedy available to the customer for ProEmails' failure to meet the Uptime Commitment. The customer's acceptance of a Service Credit constitutes full satisfaction of ProEmails' liability for the relevant Downtime incident.

To the maximum extent permitted by applicable law:

• ProEmails shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to this SLA, including without limitation loss of business, loss of profits, loss of data, loss of goodwill, or business interruption.
• ProEmails' total aggregate liability under this SLA shall not exceed the total fees paid by the customer in the twelve (12) months preceding the event giving rise to the claim, or one hundred pounds sterling (£100), whichever is greater.
• This limitation of liability applies regardless of the theory of liability (contract, tort, strict liability, or otherwise) and even if ProEmails has been advised of the possibility of such damages.

Nothing in this SLA shall limit or exclude liability that cannot be limited or excluded under applicable law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

ProEmails reserves the right to modify this SLA at any time. Material changes to the Uptime Commitment, Service Credit percentages, or support response time targets will be communicated to customers at least thirty (30) days in advance via email.

The most current version of this SLA will always be available on the ProEmails website with an updated "Effective date." By continuing to use the Service after modifications take effect, you agree to be bound by the revised SLA.

If you do not agree to the modified SLA, you may cancel your subscription in accordance with the Terms of Service.

This SLA is incorporated into and forms part of the ProEmails Terms of Service. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall prevail, except that this SLA shall prevail with respect to the specific service commitments, uptime calculations, and Service Credit provisions set out herein.

The limitation of liability, disclaimer of warranties, indemnification, governing law, and dispute resolution provisions of the Terms of Service apply in full to this SLA and any claims arising under it.

For SLA-related enquiries, service credit claims, or questions about this Service Level Agreement, please contact us: