Service Level Agreement

1. Overview

This Service Level Agreement (“SLA”) describes the availability commitment for the NoTemp.email API (the “Service”). This SLA applies exclusively to paid plans (Pro and Enterprise). The free tier is provided on a best-effort basis and is not covered by this SLA.

2. Uptime Target

We target 99.9% monthly uptime for the API endpoint as a non-binding aspiration. This target is measured solely by our internal monitoring systems, which constitute the exclusive and authoritative record of availability. Customer-side measurements, third-party monitoring tools, or anecdotal reports are not used in any uptime calculation and have no bearing on this SLA.

Uptime is calculated as:

The uptime target is provided for informational purposes only. It does not constitute a guarantee, warranty, or binding commitment of any kind.

3. Downtime Definition

“Downtime” means any period of ten (10) or more consecutive minutes during which the API endpoint returns errors (HTTP 5xx responses) or is unreachable for more than 75% of valid requests, as determined solely by our internal monitoring systems in our reasonable discretion.

Intermittent errors, partial degradation, elevated latency, and error rates below the 75% threshold do not constitute Downtime. Single failed requests, retryable errors, and periods of fewer than ten consecutive minutes of errors do not constitute Downtime regardless of impact to individual customers.

4. Exclusions

The following are excluded from Downtime calculations and are not covered by this SLA:

• Scheduled maintenance: Planned maintenance windows, whether or not communicated in advance
• Emergency maintenance: Unplanned maintenance performed at our sole discretion to address security, stability, or operational concerns
• Force majeure: Events beyond our reasonable control, including but not limited to natural disasters, war, terrorism, government actions, pandemics, labor disputes, Internet or telecommunications failures, cyberattacks (DDoS or similar), failures of third-party infrastructure providers, power outages, and supply chain disruptions
• Customer-caused issues: Downtime resulting from your code, systems, network connectivity, configuration errors, or any misuse or excessive use of the API
• Rate-limited requests:HTTP 429 responses returned when you exceed your plan’s rate limit, quota, or any fair-use threshold we apply at our discretion
• Third-party outages: Outages of upstream infrastructure providers, DNS providers, CDN providers, or any other third-party dependency
• Beta or preview features: Any features or endpoints explicitly or implicitly labeled as beta, preview, experimental, or otherwise not generally available
• Suspensions: Any suspension or throttling of your account for violations of our Terms of Service, Acceptable Use Policy, or unpaid invoices
• Low-traffic periods: Any period during which traffic to our infrastructure falls below thresholds sufficient to generate statistically meaningful uptime data

5. Remedies

If, in our sole determination, the Service falls short of the 99.9% uptime target in any calendar month, affected paid-plan customers may submit a request for a written acknowledgment. We may, at our discretion, provide a summary of the incident. No remedy is automatically triggered; all remedies are subject to our review and approval.

This SLA does not entitle you to any monetary credits, refunds, service extensions, priority support, or any other form of financial or non-financial compensation. The acknowledgment described above is the sole and exclusive remedy available under this SLA. Our total liability remains subject to the limitations set forth in the Terms of Service.

6. Reporting Downtime

To report Downtime, contact us at support@notemp.email within seven (7) days of the incident. Please include:

• Your account email address
• The date, time, and duration of the experienced Downtime
• Relevant request IDs, error codes, or screenshots if available

We will endeavor to acknowledge valid reports within a reasonable timeframe. We may, at our discretion, provide a root cause summary for significant incidents. Submission of a report does not guarantee any particular response, acknowledgment, or remedy.

7. Performance Objectives

The following are non-binding performance objectives that reflect typical operating conditions. They are provided for informational purposes only and do not constitute guarantees, warranties, or commitments. Failure to meet these objectives does not constitute Downtime or a breach of this SLA.

All latency figures are measured from a synthetic client located in us-east-1 (N. Virginia) under controlled test conditions and do not represent the experience of any specific customer. Actual response times will vary — potentially significantly — based on geographic distance from our infrastructure, network conditions, ISP routing, client hardware, request payload size, concurrent load, and third-party dependencies. These objectives are subject to change at any time without notice.

8. Communication During Incidents

During significant incidents, we may, at our sole discretion and on a best-effort basis:

• Post status updates on our status page (when a status page is available)
• Send email notifications to affected customers
• Publish a post-incident summary

We do not guarantee any specific communication timeline, format, or frequency during incidents. Absence of communication does not imply the absence of an incident, nor does it constitute a waiver of any rights.

9. Maintenance Windows

We may perform scheduled maintenance to improve the Service. Maintenance windows will be communicated at least 48 hours in advance. Where possible, maintenance will be scheduled during low-traffic periods (typically weekdays between 02:00–06:00 UTC).

Emergency maintenance required to address security vulnerabilities or critical issues may be performed without prior notice.

10. Changes to This SLA

We may update this SLA at any time, for any reason, without prior notice. Changes take effect immediately upon publication. The “Last updated” date at the top of this page reflects the date of the most recent revision. Your continued use of the Service after any change constitutes acceptance of the updated SLA. We encourage you to review this page periodically.

11. Contact

For SLA-related inquiries, contact us at support@notemp.email.