Abusix Service Level Agreement (SLA)
Effective: July 13th, 2026 · Version: 1.0
This Service Level Agreement (“SLA“) is a Supplemental Document to, and forms part of, the Abusix Cloud Services Agreement (the “Agreement“). Capitalized terms not defined here have the meaning given in the Agreement. This SLA applies separately to each account. Abusix may update this SLA on at least thirty (30) days’ notice of any material change, and no change will materially reduce the commitment during the then-current Subscription Term.
1. Covered Services
This SLA applies to Abusix Guardian Mail and Abusix Guardian Ops (the “Covered Services“). It does not apply to Guardian Intel data feeds, Free Trials, beta or pre-release features, or any other free or not-generally-available Abusix service.
2. Service Commitment
During the Subscription Term, Abusix will use commercially reasonable efforts to make each Covered Service available with a Monthly Uptime Percentage of at least 99.5%.
If Abusix does not meet the Service Commitment in a calendar month, Customer becomes eligible for a Service Credit under Section 4, provided Customer is in compliance with the Agreement. A Service Credit is Customer’s sole and exclusive remedy for any failure to meet the Service Commitment. Current status is at https://status.abusix.com.
3. Definitions
“Downtime” means a period in which, as measured by Abusix’s monitoring systems, either (a) user interactions through the provided user interface result in errors that impede normal usage in five percent (5%) or more of cases, or (b) webhook or API actions result in errors or failures outside normal behavior in five percent (5%) or more of cases.
“Monthly Uptime Percentage” means the total minutes in a calendar month minus Downtime minutes, divided by the total minutes in that month, expressed as a percentage.
4. Service Credits
A “Service Credit” is a credit applied to Customer’s next invoice (or, at Abusix’s option, an equivalent extension of the then-current Subscription Term), calculated as a percentage of the affected Covered Service’s monthly value:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.5% – 99.0% | 5% of the monthly service value |
| 99.0% – 95.0% | 10% of the monthly service value |
| Below 95.0% | 25% of the monthly service value |
Service Credits are the customer’s sole remedy, must be requested (Section 6), are not refunds, and cannot be exchanged for cash or any monetary payment, they are applied only as a credit against fees or the contract term.
5. Maximum Credits
Aggregate Service Credits for all Downtime in a single calendar month will not exceed fifteen (15) days of Service (or the equivalent value as an account credit).
6. Claiming a Service Credit
Submit a written claim to [email protected] with supporting evidence, including the dates and times the Covered Service did not meet the Service Commitment, within thirty (30) days after the end of the relevant calendar month. Failure to submit within this period forfeits the claim. Abusix may request further information and may reject a claim if it is not provided. Where Customer purchased through a reseller, eligible Service Credits are provided to the reseller for pass-through.
7. Exclusions
The Service Commitment does not apply to unavailability that: (i) results from factors outside Abusix’s reasonable control, including Force Majeure, carrier/internet-access problems beyond the demarcation point, or cloud-provider failure; (ii) results from Customer’s or a third party’s acts or omissions or failure to follow security practices; (iii) results from Customer equipment, software, or third-party technology outside Abusix’s control; (iv) arises from suspension/termination under the Agreement (including the AUP); (v) relates to maintenance for which notice was given per the Support Services Policy; or (vi) relates to beta or not-generally-available features.
8. Sole Remedy
Service Credits are Customer’s sole and exclusive remedy for any unavailability or non-performance of the Covered Services or any other failure to meet this SLA.