Service Level Agreement (SLA)

1. CRITICAL INFRASTRUCTURE COMMITMENT

MxGate Email Security Gateway is the entry point for your organization's email traffic. This critical position means service continuity and performance are vital for your business operations.

With this awareness, we:

• Use multi-region redundant infrastructure
• Provide high availability (HA) architecture
• Maintain automatic failover mechanisms
• Operate 7/24/365 monitoring and response teams

2. UPTIME GUARANTEE COMMITMENT

MxGate commits to the uptime guarantee specified for each plan.

2.1 Plan-Based Uptime Guarantees

Plan	Uptime Guarantee	Monthly Max Outage	Yearly Max Outage
Starter	99.5%	~3.6 hours	~43.8 hours
Business	99.9%	~43 minutes	~8.7 hours
Enterprise	99.95%	~22 minutes	~4.3 hours
Enterprise+	99.99%	~4.3 minutes	~52 minutes

2.2 Uptime Calculation Methodology

• Measurement Period: Monthly calendar period (00:00 - 23:59 UTC+3)
• Endpoint: Email acceptance/delivery APIs and MX records
• Error Codes: HTTP 5xx, SMTP 4xx/5xx, timeout errors
• Monitoring: 60-second intervals from 5 global locations

3. EMAIL-SPECIFIC SLA METRICS

3.1 Email Processing Time Guarantees

Metric	Starter	Business	Enterprise
Inbound Email	< 60 sec	< 30 sec	< 15 sec
Outbound Email	< 60 sec	< 30 sec	< 15 sec
Quarantine Notification	< 4 hours	< 1 hour	< 15 min
Report Delivery	Daily	Hourly	Real-time

3.2 Security Detection Performance

Security Metric	Committed Rate	Measurement Method
Spam Detection Rate	≥ 99.9%	Ham/incoming spam ratio
Phishing Detection Rate	≥ 99.5%	Known phishing database
Malware Detection Rate	≥ 99.9%	Multi-engine scanning
False Positive Rate	≤ 0.01%	Incorrect spam marking

3.3 Quarantine Management Commitments

• Quarantine Access: 7/24 via web interface
• Retention Period: Default 30 days (customizable for Enterprise)
• Release Process: < 5 minutes from request
• Notification Latency: < 1 hour per quarantined email (Business/Enterprise)

4. BACKUP AND DISASTER RECOVERY COMMITMENTS

4.1 Backup Strategy

Data Type	Backup Frequency	Retention	Geographic Redundancy
Configuration Data	Hourly	30 days	2 regions
Archived Emails	Instant replication	Customer-defined	3 regions
Security Databases	Real-time	90 days	Global CDN
Log and Audit Records	Instant	1 year	2 regions

4.2 Disaster Recovery

• RTO (Recovery Time Objective): < 4 hours (Enterprise: < 1 hour)
• RPO (Recovery Point Objective): < 1 hour data loss (Enterprise: < 15 minutes)
• Backup Active Region: Automatic failover to backup region
• DR Testing: Planned DR tests conducted every 6 months

5. TECHNICAL SUPPORT RESPONSE TIMES

5.1 Priority-Based Response Times

Priority	Definition	First Response	Resolution Target
P1 - Critical	Service completely unavailable. Email traffic stopped.	15 minutes	2 hours
P2 - High	Major functionality loss. Email delays/significant errors.	1 hour	8 hours
P3 - Normal	Partially affected functionality. Minor issues.	4 hours	24 hours
P4 - Low	General questions, suggestions, requests.	8 hours	5 business days

5.2 Support Channels

• 7/24 Emergency Support: Phone and ticket system (P1/P2)
• Email Support: 7/24 ticket system (all priorities)
• Live Chat: Business hours (09:00-18:00)
• Dedicated Expert: Dedicated technical expert for Enterprise customers

6. SERVICE CREDIT POLICY

6.1 Credit Calculation

Uptime Performance	Credit Percentage	Example ($100 Monthly)
99.9% - 99.5%	10%	$10 credit
99.5% - 99.0%	25%	$25 credit
99.0% - 95.0%	50%	$50 credit
Below 95.0%	100%	Full refund

6.2 Credit Request Requirements

• Credit requests must be made within 30 days of the incident completion
• Requests must be submitted via support ticket
• Credits are applied to the next billing cycle
• Monthly credit cannot exceed the monthly fee

7. SLA EXCLUSIONS

The following situations are not covered by SLA:

• Planned Maintenance: Maintenance notified at least 72 hours in advance
• Customer-Caused: Customer misconfiguration, certificate issues, DNS errors
• Third Party: ISP, DNS, CDN outages
• Force Majeure: Natural disasters, war, terrorism, pandemic, general internet outage
• DDoS: DDoS attacks above 10 Gbps (upper limit can be extended by MxGate)
• Customer Equipment: Issues with customer's network, firewall, or email servers

8. MONITORING AND REPORTING

8.1 Status Page

Monitor real-time system status at status.mxgate.com.tr.

8.2 Reports

Report Type	Starter	Business	Enterprise
Monthly Uptime Report	Yes	Yes	Yes + Detailed
Security Report	Weekly	Daily	Real-time
Performance Analysis	-	Monthly	Weekly + Recommendations

9. CONTACT