Version 1.0 · Effective date: October 15, 2026 · Mailbari LLC
Last Updated: October 15, 2026
Mailbari aims to be available at least 99.9% of every month, which means no more than about 43 minutes of unplanned downtime. On the Business and Professional plans, if we miss that, you get a credit off your next bill. Starter has the same target without credits. Planned maintenance is announced in advance and kept to quiet hours.
• Email: - Covered when: Users can send and receive mail and use webmail, IMAP and SMTP • Calendar and Contacts: - Covered when: Users can view and change events and contacts • Drive and Shared Drive: - Covered when: Users can open, upload and download files • Docs, Notes, Team Chat, Meeting, Booking, Taskboard, Projects: - Covered when: Users can open and use them • Admin panel and Email API: - Covered when: Admins can sign in and make changes; API calls succeed The MCP server, AI features, imports and exports, and beta features are not covered.
Each covered service will be available at least 99.9% of the minutes in each calendar month ("Monthly Uptime"). Monthly Uptime = (total minutes in the month − Downtime minutes) ÷ total minutes in the month.
Downtime is a period of at least 5 consecutive minutes in which more than 5% of a Customer's Users cannot use a covered service as described in section 1, as shown by our monitoring and confirmed by our records.
1. Planned maintenance announced at least 48 hours ahead on status.mailbari.com and in the admin panel, done between 00:00 and 06:00 Bangladesh time or on weekends, up to 4 hours a month. 2. Problems caused by the Customer's DNS, domain, network, devices, software, or settings, such as MX records not pointing to Mailbari. 3. Mail delayed or refused by other mail providers, or not delivered because it was marked as spam elsewhere. 4. Suspension under the Terms, the Acceptable Use Policy or the Anti-Spam Policy, or because of unpaid invoices. 5. Events outside our reasonable control, such as natural disasters, war, widespread internet failures, or government action. 6. Outages of services the Customer connects, such as Google, Microsoft or Dropbox.
• Monthly Uptime below 99.9% but at least 99.0%: - Credit: 10% of that month's fee for the affected Users • Monthly Uptime below 99.0% but at least 95.0%: - Credit: 25% of that month's fee for the affected Users • Monthly Uptime below 95.0%: - Credit: 50% of that month's fee for the affected Users Credits for one month are capped at 50% of that month's fee. They are applied to the next invoice, have no cash value, and end if the subscription ends, except that we refund unused credits when we end the subscription without cause.
An Admin emails [email protected] within 30 days after the end of the month, with the organisation name, the dates and times of the problem, and the Users affected. We reply within 10 business days. Credits are the only remedy for missing the uptime commitment, unless the law gives you other rights that cannot be excluded.
• Starter: - Help centre and email support: Yes - Hours: Sunday to Thursday, 10:00 to 18:00 Bangladesh time - First reply target: 1 business day - Outages affecting many customers: Handled around the clock, updates on status.mailbari.com • Business: - Help centre and email support: Yes - Hours: Sunday to Thursday, 10:00 to 18:00 Bangladesh time - First reply target: 8 business hours - Outages affecting many customers: Handled around the clock, updates on status.mailbari.com • Professional: - Help centre and email support: Yes - Hours: Sunday to Thursday, 10:00 to 18:00 Bangladesh time, with priority - First reply target: 4 business hours - Outages affecting many customers: Handled around the clock, updates on status.mailbari.com
Live status and past incidents are at status.mailbari.com. For any outage longer than 1 hour, we publish a short report within 5 business days explaining what happened and what we changed.
We may update this SLA, but not in a way that reduces your protection during a yearly term you have already paid for.
• Mailbari LLC · 104 Quigley Blvd, Ste 1013, New Castle, DE 19720, USA · +1 302 580 8514 • Bangladesh office · Rafiq Place, Level 1A, BM College Mosque Gate, Barisal-8200, Bangladesh · +880 1805 459129 • Support: [email protected]