1. Service Level Agreement (SLA)

At mailorder, we strive to maintain the highest levels of service availability. Our SLA guarantees reliable service performance and swift resolution times to minimize any impact on your business.

Network & System Uptime

Guaranteed Uptime: We guarantee a 99.5% uptime for the mailorder platform, excluding scheduled maintenance. We aim to provide uninterrupted access to ensure your business operations run smoothly.

Hardware and Server Support

Hardware Response Time: In the event of a hardware fault, mailorder will begin investigation within 30 minutes of notification. Our team will make a reasonable effort to contact the client, and when necessary, bring a replacement server online within 3.5 hours.

Failover Options: Temporary services (such as a “Service Unavailable” page) may be deployed during hardware issues unless otherwise requested by the client.

Backups and Data Restoration

Backup Frequency: Daily backups are performed on all essential data, retained for a minimum of 7 days, and replicated to off-site locations to ensure redundancy.

Data Restoration: If restoration is required, mailorder will begin the recovery process within 30 minutes of notification. Backup retrieval may incur support charges, depending on the service plan.

Backup Disclaimer: While backups are conducted regularly, they are provided on an as-is, as-available basis. In rare instances of multiple backup failures, data may be lost and its availability cannot be fully guaranteed.

Exclusions

Maintenance: Scheduled maintenance, critical updates, and security patches are excluded from our uptime guarantee. Mailorder will provide advance notice for such events.

Security Threats & Attacks: Denial of Service (DoS) attacks or any other malicious activities targeted at our servers or networks are not covered under this SLA. We will make every effort to maintain service during these events but cannot guarantee uptime.

Client-Supplied Software/Hardware: Any software or hardware requested or installed by the client is not covered under this SLA. Clients are responsible for ensuring such systems are appropriately supported.

SLA Credits & Claims

Compensation for Downtime: In the event of unplanned downtime, clients may claim a credit for 3 days of service for every hour of downtime, up to a maximum of 50% of the monthly service charge.

Claim Process: All claims must be submitted within 5 working days of the incident. Credits will only be issued to accounts in good standing and within contracted periods.

Downtime Calculation: Downtime is measured from the time of notification (by either the client or mailorder’s monitoring systems) to the time service is restored.

Our SLA is designed to ensure transparency, swift resolutions, and continuous service for our clients. Please contact us for more details or submit a claim if you experience any service disruption.

2. Terms of Use

Account & License

Each mailorder account is licensed to a single business or individual and is non-transferable. Unauthorized sharing or sublicensing of the platform is strictly prohibited.

Service Access & Availability

We aim for continuous access to mailorder as outlined in our SLA. While we strive for uninterrupted service, planned maintenance or unforeseen external factors may lead to temporary downtime, for which users will be notified in advance.

User Responsibilities

Users must ensure all login credentials are kept secure. You are responsible for all activities performed under your account. Any misuse or violation of the terms, including unlawful activities, may result in immediate account suspension or termination.

Intellectual Property Rights

All content, software, and materials provided by mailorder remain the intellectual property of the platform. You may not modify, reverse-engineer, or distribute any part of the software without prior consent from mailorder.

Data Protection & Privacy

Mailorder complies with GDPR and takes strong measures to protect user data. Personal information collected during service usage is used strictly to enhance and provide our services. Refer to our Privacy Policy for detailed information on how data is handled.

Payments & Subscriptions

All subscriptions are subject to monthly billing. Payments are processed securely and refunds are only applicable under specific circumstances, as outlined in our refund policy. You may cancel your subscription at any time, but services will remain active until the end of the billing cycle.

Warranties & Disclaimers

Mailorder is provided “as is,” without guarantees of uninterrupted service or functionality. We disclaim liability for indirect damages, including data loss or profits, that may result from system disruptions or third-party services used in conjunction with mailorder.

Termination of Services

Mailorder reserves the right to terminate or suspend any account violating the terms or engaging in activities that compromise the platform’s integrity. Terminated users must immediately cease all access to the platform.

Governing Law

These terms are governed by the laws applicable in your jurisdiction. Any disputes arising from the use of mailorder will be settled according to local legal standards.