Service Level Agreement
This document defines the availability, processing times and support response times MXGate commits to, the service credit applied when a commitment is missed, and what falls outside its scope. The figures are per plan and form an integral part of the contract.
One availability commitment on every plan
The uptime commitment is not tiered by plan. The service runs on one infrastructure, so availability is the same whichever plan you are on. Uptime is the ratio of the time the service is reachable to the total time and is calculated for each calendar month; if the measured figure falls below the commitment, a service credit arises (section 5).
How it is measured
- Measurement period: the calendar month (00:00 – 23:59, UTC+3)
- Measurement point: the mail acceptance and dispatch endpoints and the MX records
- Responses counted as failures: HTTP 5xx, SMTP 4xx and 5xx responses, and timeouts
- Probe interval: every 60 seconds from five independent points
Email processing times and detection rates
Processing times are not tiered by plan. Email is processed on the same path at the same speed whichever plan you are on; the figures below are the ceiling for every plan, and normal processing is well below it. The time the receiving server takes to accept the message is outside this measure.
| Metric | Commitment (all plans) | What it measures |
|---|---|---|
| Inbound email processing | Under 5 seconds | From the message reaching MXGate to being queued for delivery |
| Outbound email processing | Under 5 seconds | From acceptance off your server to being queued for the recipient |
| Security metric | Commitment | How it is measured |
|---|---|---|
| Spam detection rate | ≥ %99,9 | Against raw inbound traffic |
| Phishing detection rate | ≥ %99,5 | Known phishing database |
| Malware detection | ≥ %99,9 | Multi-engine scanning |
| False positive rate | ≤ %0,01 | Messages wrongly marked as spam |
Quarantine commitments
- Access: the quarantine is reachable 24/7 through the web interface
- Retention: 30 days by default, extendable on request
- Release: delivered in under 5 minutes from the request
Response and resolution targets by priority
The first response time is the interval between the request arriving and a technician taking it on. The resolution target is a target rather than a commitment; it can extend when the root cause sits with a third party.
| Priority | Definition | First response | Resolution target |
|---|---|---|---|
| P1 · Critical | The service is completely unavailable and mail flow has stopped | 15 minutes | 2 hours |
| P2 · High | Significant loss of function; delays or a clear fault | 1 hour | 8 hours |
| P3 · Normal | Partial impact, a minor problem | 4 hours | 24 hours |
| P4 · Low | General questions, suggestions and requests | 8 hours | 5 business days |
Support channels
- Phone, 24/7: for P1 and P2 priority requests · +90 850 455 35 01
- Email, 24/7: for all priorities · destek@mxgate.com.tr
- SLA matters: a separate address for commitments and credit claims · sla@mxgate.com.tr
- Office hours: Monday to Friday, 09:00 – 18:00 (sales, billing and general questions)
Backup frequency, retention and recovery targets
Backup and recovery targets are not tiered by plan either: the same infrastructure, the same targets. Customer email content is processed and stored in the in-country data center, and its backups are held in-country as well. Security signature databases contain no customer data and fall outside this scope.
| Data type | Backup frequency | Retention | Redundancy |
|---|---|---|---|
| Configuration data | Hourly | 30 days | Redundant in-country |
| Archived email | Continuous replication | Customer-defined | Redundant in-country |
| Security signature databases | Real time | 90 days | Contains no customer data |
| Logs and audit trails | Continuous | 1 year | Redundant in-country |
Disaster recovery targets
- RTO (time to restore service): under 4 hours, on every plan
- RPO (maximum data loss): less than 1 hour, on every plan
- Automatic failover: standby nodes are kept in sync and ready
- Drills: a planned recovery test is run and reported every six months
What happens if a commitment is missed?
If the measured uptime for the month falls below your plan’s commitment, a service credit applies at the rates below. The credit is applied to the following billing period.
| Measured uptime | Credit rate | Example |
|---|---|---|
| Between 99.5% and 99.9% | %10 | 10 USD credit on a 100 USD fee |
| Between 99.0% and 99.5% | %25 | 25 USD credit on a 100 USD fee |
| Between 95.0% and 99.0% | %50 | 50 USD credit on a 100 USD fee |
| Below 95.0% | %100 | The entire monthly fee |
Conditions for claiming a credit
- The claim must be made within 30 days of the outage ending.
- The claim is made by opening a support record or writing to the SLA address; a verbal notice alone is not sufficient.
- Credits are applied to the next billing period and are not paid out in cash.
- The total of credits applied in a month cannot exceed that month’s fee.
What falls outside the commitment
Time spent in the situations below is not counted in the uptime calculation and does not give rise to a service credit. We state them plainly here so they are not a matter of debate during an outage.
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Planned maintenanceMaintenance announced at least 72 hours in advance. Maintenance carried out without an announcement falls outside this exclusion and counts as an outage.
-
Configuration on the customer sideIncorrect DNS and MX records, expired certificates, wrongly entered credentials and mail server settings on the customer side.
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Third-party outagesOutages caused by an internet service provider, a domain registrar or a server on the recipient side. These are outside MXGate’s control.
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Force majeureNatural disaster, war, acts of terror, epidemics, and country- or region-wide internet outages.
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Exceptionally large attacksVolumetric attacks above 10 Gbps. This threshold can be raised on request.
-
Customer equipmentProblems originating from the network, firewall, client software or mail server on the customer side.
How do you see whether the commitment was met?
Reporting is not tiered by plan either: the records below are available from the panel on every plan. For the current system status and planned maintenance notices you can contact the support team.
| Record type | Access (all plans) | What it is for |
|---|---|---|
| Uptime report | From the panel, monthly | Shows the availability measured in the month and whether the commitment was met |
| Delivery records | From the panel, in real time | Lists each message’s dispatch time, the receiving server’s response and its delivery status |
| Security and quarantine report | From the panel, in real time | Shows blocked spam, phishing and malware, and the messages held in quarantine |
| Archive (journaling) | From the panel, on every plan | Archiving of inbound, outbound or all traffic, per domain |
Enquiries about this document
- İnetmar İnternet Hizmetleri Bil. Tek. San. Tic. Ltd. Şti.
- Mansuroğlu Mah, 286/1 Sokak No:16, Bayraklı / İzmir
- +90 850 455 35 01 · 24/7 for P1 and P2 requests
- sla@mxgate.com.tr · SLA commitments and service credit claims
- MXGate reserves the right to amend this document. Changes affecting the commitments are announced 30 days before they take effect.