Service Level Agreement
Last updated October 2026
This Service Level Agreement ("SLA") sets out what SendBeam commits to for accounts on the Business plan. It forms part of our Terms of Service. Other plans are covered by the Terms alone.
What it covers
The SendBeam application and API: signing in, the web app, the mobile app's
connection to SendBeam, and every endpoint under /api/v1.
How long an email takes to arrive once we have handed it on depends on the
receiving mail server, so delivery times are not covered.
Uptime commitment
The application will be available at least 99.9% of each calendar month. Availability is measured by our independent external monitors, the same ones behind status.sendbeam.io. Scheduled maintenance does not count as downtime when we announce it on the status page at least 48 hours ahead; it is capped at 4 hours a month, and any maintenance beyond that counts.
Service credits
If we miss the commitment in a month, you are owed a credit on that month's fee:
| Monthly availability | Credit |
|---|---|
| Below 99.9% | 10% |
| Below 99.0% | 25% |
| Below 95.0% | 50% |
Claim a credit within 30 days of the end of the month through the contact form, naming your account. Credits are applied to your next invoice and are the sole remedy for downtime.
Support response targets
- Business: a first response within 4 business hours for a problem that stops you using the service, and within one business day otherwise.
- Pro: a first response within one business day.
Business hours are 9:00 to 17:30 UK time, Monday to Friday, excluding UK public holidays.
During an incident
We post updates on status.sendbeam.io while an incident is open. For any incident that lasts more than 30 minutes, we publish a written summary of what happened and what we changed within 5 business days.
What is excluded
- Events outside our reasonable control (force majeure).
- Use of the service in breach of the Terms or the Acceptable Use Policy, including sending that was paused for that reason.
- Problems with your own DNS, domain or identity provider.
- Third-party mailbox providers accepting, filtering or delaying mail.