We know that email is critical to your business and we are backing up our commitment to provide you reliable service with this SLA

We have designed our systems to provide you with the most reliable service. Our partnership with DataPipe (SAS 70 certified) not only guarantees 100% network uptime, but has the track record to back it up. We use Cisco Context Service Switches 11000 load balancing technology to remove the single point of failure and increase the access availability to your mail.

100% Network Availability

Simplicato guarantees that access to our network will be available 100% of the time in a given month excluding scheduled maintenance by us or our partners that provide the underlying services. Your Network availability includes access to any of our servers but does not include servers in which our network might interrupt your service. Please see Simplicato Services Availability.

Simplicato Network Downtime is defined when you can't access any of our systems and it is measured from the moment you have opened a trouble ticket with the Simplicato Support Team.

Simplicato will credit the customer 5% of the monthly fee for each 30 minutes of downtime and up to 50% of the customer's monthly fee.

99.99% Services Availability

Simplicato guarantees that you will be able to send and receive email through our systems 99.99% of the time in a given month excluding scheduled maintenance by us or our partners that provide the underlying services.

In case of software issues which might slow down your services, Simplicato guarantees to resolve the issue within 1 hour.

In case of hardware failure. Simplicato guarantees to restore your services to a replacement hardware within 2 hours.

Repairing of software and/or hardware issues will begin once Simplicato correctly identifies the cause of the failure to provide you the services.

Simplicato will credit the customer 5% of the monthly fee for each additional hour that Simplicato does not meet the committed stated above up to 50% of the customer's monthly fee.

Credit Requests must be submitted to Billing within 7 days of the incident.