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 Commitment

We commit to maintaining 99.9% monthly uptime for the API endpoint, measured as the percentage of total minutes in a calendar month during which the API is operational and returning correct responses to properly formatted requests.

Uptime is calculated as:

3. Downtime Definition

“Downtime” means any period of five (5) or more consecutive minutes during which the API endpoint returns errors (HTTP 5xx responses) or is unreachable for more than 50% of valid requests, as measured by our internal monitoring systems.

A single failed request or intermittent errors lasting fewer than five consecutive minutes do not constitute Downtime.

4. Exclusions

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

• Scheduled maintenance: Planned maintenance windows communicated at least 48 hours in advance via email or the Service dashboard
• 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), and failures of third-party infrastructure providers
• Customer-caused issues: Downtime resulting from your code, systems, network connectivity, or misuse of the API
• Rate-limited requests:HTTP 429 responses returned when you exceed your plan’s rate limit or quota are expected behavior, not Downtime
• Third-party outages: Outages of upstream infrastructure providers (e.g., AWS) that are beyond our control, provided we take reasonable steps to mitigate the impact
• Beta or preview features: Any features or endpoints explicitly labeled as beta, preview, or experimental

5. Remedies

If the Service fails to meet the 99.9% uptime commitment in any calendar month, affected paid-plan customers may request a written acknowledgment of the outage and a summary of the root cause and corrective actions taken.

This SLA does not entitle you to any monetary credits, refunds, or financial compensation. 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 acknowledge your report within two (2) business days and provide a root cause analysis within ten (10) business days for incidents exceeding 30 minutes of Downtime.

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.

Actual response times may vary due to network conditions, geographic distance, request payload, and third-party dependencies. We continuously monitor performance and strive to meet or exceed these objectives, but they are subject to change without notice.

8. Communication During Incidents

During significant incidents (Downtime exceeding 15 minutes), we will make reasonable efforts to:

• Post real-time status updates on our status page (when available)
• Send email notifications to affected customers for incidents exceeding 60 minutes
• Publish a post-incident report within five (5) business days for major incidents

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 with shorter notice.

10. Changes to This SLA

We may update this SLA from time to time. Changes will be communicated by revising the “Last updated” date at the top of this page. Material changes that reduce the uptime commitment will be communicated at least 30 days in advance via email.

11. Contact

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