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ActiveConversion

Service Level Agreement

Effective Date: September 8, 2025

1. Overview

This Service Level Agreement ("SLA") governs the use of ActiveConversion email services ("Service") by customers with paid plans. This SLA details our commitment to maintaining high availability and performance standards for our email infrastructure.

2. Service Availability

99.9% Uptime Guarantee

ActiveConversion guarantees 99.9% uptime for all paid plans, measured monthly, excluding scheduled maintenance windows.

Uptime Calculation

Monthly Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Service TierGuaranteed UptimeAllowed Downtime/Month
Growth Plan99.9%~43 minutes
Business Plan99.9%~43 minutes
Enterprise Plan99.95%~22 minutes

3. Service Credits

If we fail to meet our uptime guarantee, eligible customers will receive service credits:

Monthly UptimeService Credit
99.0% - 99.9%10% of monthly fee
95.0% - 99.0%25% of monthly fee
90.0% - 95.0%50% of monthly fee
Below 90.0%100% of monthly fee

To receive service credits, customers must submit a claim within 30 days of the downtime incident via support@activeconversion.net.

4. Performance Targets

API Response Time

Target: < 100ms for 95% of requests

Measured at our API endpoints globally

Email Processing Time

Target: < 60 seconds from API acceptance to SMTP handoff

99% of emails processed within target

Delivery Rate

Target: > 99.5% successful delivery to valid addresses

Excludes bounces due to invalid addresses or recipient server issues

5. Exclusions

This SLA does not apply to performance issues or downtime resulting from:

  • Scheduled maintenance (notified 48 hours in advance)
  • Emergency maintenance (notified as soon as practicable)
  • Force majeure events (natural disasters, war, terrorism, etc.)
  • Customer misuse or violation of Terms of Service
  • Issues with customer's internet connectivity or systems
  • DDoS attacks or other malicious activities
  • Third-party service failures beyond our control
  • Beta features or services explicitly marked as "preview"
  • Free tier usage

6. Maintenance Windows

Scheduled Maintenance

Performed during low-traffic periods: Sundays 2:00 AM - 6:00 AM UTC

  • Scheduled maintenance will be announced at least 48 hours in advance
  • Emergency maintenance will be communicated as soon as possible
  • Status updates available at status.activeconversion.com
  • Email notifications sent to account administrators

7. Support Response Times

PriorityDefinitionResponse Time
CriticalService completely unavailable30 minutes
HighMajor functionality impaired2 hours
MediumMinor functionality issues8 hours
LowGeneral questions24 hours

Enterprise customers receive 24/7 phone support for critical issues. Business hours are Monday-Friday, 9 AM - 6 PM PST for standard support.

8. Monitoring and Reporting

We continuously monitor our service and provide transparency through:

  • Real-time status page at status.activeconversion.com
  • Monthly uptime reports sent to account administrators
  • API status endpoint for programmatic monitoring
  • Incident post-mortems for significant outages
  • Quarterly service performance reviews for Enterprise customers

9. Data Durability and Backup

  • 99.999999999% (11 9's) data durability guarantee
  • Automated backups every 6 hours
  • Point-in-time recovery for up to 30 days
  • Geographic replication across multiple regions
  • Recovery Time Objective (RTO): 4 hours
  • Recovery Point Objective (RPO): 1 hour

10. Claim Process

To claim service credits:

  1. Submit a claim within 30 days of the incident
  2. Email support@activeconversion.net with "SLA Credit Request" in subject
  3. Include your account ID, affected dates, and description of impact
  4. We will investigate and respond within 5 business days
  5. Approved credits will be applied to your next invoice

11. Modifications

We may modify this SLA with 30 days notice. Changes will not retroactively reduce service credits for incidents that occurred before the modification.

12. Contact

For SLA-related inquiries:

ActiveConversion LLC
30 N Gould St, Suite 100
Sheridan, WY 82801
United States

Email: sla@activeconversion.net
Phone: +1 (650) 209-0879