Service Level Agreement

Last updated: 12 September 2026

1 · Launch availability (until HA)

Inbound mail delivery and webmail are best-effort. There is no published uptime percentage and no service credit while the platform runs on a single node without a load balancer. Scheduled maintenance is announced at least 7 days in advance and performed in low-traffic windows; emergency maintenance is posted to the status page.

2 · Launch support

All plans include email support. Target first-response time is 2 business days for tickets submitted to support@barrzen.com. Limit-raise requests receive a decision within 2 business days. Named onboarding, migration help, and a Scale 4-business-hour clock are not launch commitments.

3 · After HA

Once the platform runs three nodes with a three-member etcd quorum, PostgreSQL streaming replicas, and inbound failover, Barrzen targets 99.9% monthly uptime for inbound mail and webmail. Studio and Scale then include named onboarding and migration help. Target first-response times after HA: Nano 2 business days, Starter 2 business days, Studio 1 business day, Scale 4 business hours.

4 · Incident response

Barrzen publishes incidents to the status page. For a confirmed incident affecting availability, Barrzen provides a post-incident report within 5 business days.

5 · Service credits (HA only)

After HA, if monthly uptime falls below 99.9% due to a Barrzen-caused incident, affected customers receive a service credit equal to 10% of the monthly fee, claimed within 30 days via support. Credits do not apply before HA, during a trial, or to outages caused by customer misconfiguration, third-party providers, force majeure, or scheduled maintenance.

6 · Exclusions

This SLA does not cover issues caused by your DNS configuration, domain registrar, or third-party networks beyond our control, or by your breach of the Terms or AUP. Trial accounts are excluded from service credits.