Service Level Agreement – Sidemail.io

API Service Level Agreement

This Service Level Agreement (“SLA”) applies to the Sidemail.io service (“Sidemail”) provided by Avantis Innovations LLC (“Company”) to the customer (“Customer”).

This SLA applies only to paid Sidemail customers on plans that include a committed or included monthly email volume of at least 100,000 emails per Monthly SLA Measurement Period. For annual subscriptions, eligibility is based on the monthly equivalent of the annual committed or included email volume.

The Customer’s subscription must remain active, all undisputed fees must be paid when due, and the Customer’s account must remain in good standing. Trial, free, expired, suspended, cancelled, or delinquent accounts are not eligible for this SLA.

This SLA forms part of the agreement between Company and Customer for the Sidemail service. If there is any conflict between this SLA and the Terms of Service applicable to Sidemail, this SLA controls only with respect to the specific API availability commitments and Service Credits described in this SLA. The Terms of Service control in all other respects, unless a separate written agreement signed by Company expressly states otherwise.

Definitions

Covered APIs means Sidemail’s generally available public production REST API endpoints at api.sidemail.io that are documented in Sidemail’s official public API documentation at the time of the incident.

Monthly SLA Measurement Period means each monthly period beginning on the Customer’s subscription start date or recurring monthly billing date and ending immediately before the next monthly billing date, as determined by Company’s billing system.

For annual subscriptions, the Monthly SLA Measurement Period means each monthly anniversary period during the annual subscription term. If a month does not contain the applicable anniversary date, the Monthly SLA Measurement Period will be determined by Company’s billing system.

Eligible Minutes means the total minutes in the applicable Monthly SLA Measurement Period during which the Customer was eligible for this SLA, excluding periods listed under “What is Not Covered.” For partial months, Eligible Minutes include only the minutes during which the Customer met all eligibility requirements for this SLA.

Valid, authenticated request means a properly formed request to a Covered API endpoint using valid Customer credentials, within applicable rate limits, usage limits, contracted limits, and documented API requirements, and not blocked, rejected, delayed, or failed due to Customer conduct, configuration, content, account status, credentials, systems, or violation of Sidemail policies.

Downtime means a period of at least five (5) consecutive minutes during which more than five percent (5%) of the Customer’s valid, authenticated requests to the Covered APIs fail due to one or more of the following causes attributable to Company:

1. inability to connect to the Covered APIs;
2. failure to receive a response from the Covered APIs within thirty (30) seconds; or
3. receipt of an HTTP 5xx response from the Covered APIs.

Once a period qualifies as Downtime, it is measured from the first minute in the qualifying Downtime period until the first subsequent minute in which the Covered APIs no longer meet the Downtime criteria.

All SLA availability and Downtime calculations are based on Company’s systems and records. Company will determine availability and Downtime in good faith using its internal monitoring systems, status records, server logs, and other relevant data. Company’s determination will control unless the Customer provides clear evidence of a material error.

API Availability Commitment

Company guarantees 99.9% availability for the Covered APIs during each Monthly SLA Measurement Period.

Availability for each Monthly SLA Measurement Period is calculated as follows:

(Eligible Minutes − Downtime Minutes) ÷ Eligible Minutes × 100

Service Credits

If availability for the Covered APIs during a Monthly SLA Measurement Period falls below the thresholds below, Company will issue a Service Credit as follows:

Service Credits are calculated solely on the recurring base subscription fee actually paid for the affected Monthly SLA Measurement Period, after discounts. For annual subscriptions, Service Credits are calculated using the monthly equivalent of the recurring base subscription fee for the affected Monthly SLA Measurement Period. Usage-based fees, overages, add-ons, taxes, and one-time charges are excluded.

Company is not required to issue a Service Credit of less than $10.00.

Total Service Credits issued to the Customer in any rolling twelve (12) month period shall not exceed one (1) month’s base subscription fee.

Service Credits may only be applied to future Sidemail invoices. Service Credits have no cash value, are non-transferable, and expire upon termination of the Customer’s subscription.

The Customer may not unilaterally offset, withhold, or deduct any alleged Service Credit from amounts due to Company.

Service Credits are not automatic. The Customer must request a Service Credit in accordance with this SLA. Failure to request a Service Credit within the required time period waives the Customer’s right to receive the Service Credit.

Service Credits are not cumulative and may not be stacked. If a single incident could qualify for multiple credits, remedies, or availability commitments, the Customer is eligible only for the highest applicable Service Credit under this SLA.

Service Credits are the Customer’s sole and exclusive remedy for any breach of this SLA.

What is Not Covered

The following do not constitute Downtime and are excluded from availability calculations:

1. SMTP, webhooks, the Sidemail dashboard, Sidemail’s website, Sidemail’s status page, or any service other than the Covered APIs.
2. Email delivery, delivery speed, inbox placement, spam filtering, blocklisting, suppression, bounces, deferrals, recipient engagement, or any issue involving recipient email servers or third-party email infrastructure.
3. Beta, experimental, preview, deprecated, unsupported, or undocumented API versions, endpoints, or features.
4. Scheduled maintenance announced by email, in-app notice, or Sidemail’s status page at least forty-eight (48) hours in advance.
5. Emergency maintenance required to protect the integrity, availability, performance, or security of Sidemail, the Covered APIs, Company’s infrastructure, customers, or users.
6. Customer code, configuration, credentials, systems, equipment, networks, integrations, or third-party systems outside Company’s reasonable control.
7. Internet, telecommunications, hosting, infrastructure, DNS, network, routing, cloud-provider, data-center, third-party-provider, or other external failures outside Company’s reasonable control, except to the extent caused by Company’s willful misconduct or material breach of this SLA.
8. Invalid requests, malformed requests, unauthenticated requests, unauthorized requests, HTTP 4xx responses, or requests exceeding documented rate limits, contracted usage limits, fair usage limits, or applicable plan limits.
9. Spikes in Customer request volume that exceed contracted limits, documented limits, normal usage patterns, or reasonable operational thresholds.
10. Load tests, stress tests, synthetic monitoring, excessive retries, automated probing, or other traffic generated primarily to test, measure, or create an SLA claim, unless Company approved the activity in advance in writing.
11. Any trial, free, expired, suspended, cancelled, or delinquent subscription, or any suspension due to non-payment or violation of the Terms of Service, Acceptable Use Policy, Anti-Spam Policy, or other applicable Sidemail policy.
12. Denial-of-service attacks, security attacks, abuse events, malicious traffic, force majeure events, or circumstances outside Company’s reasonable control.
13. Issues resulting from the content, formatting, recipients, sending patterns, compliance status, or reputation impact of emails sent through Sidemail.
14. Any issue that does not directly affect the Customer’s valid, authenticated requests to the Covered APIs.

Requesting a Service Credit

To receive a Service Credit, the Customer must have been directly affected by Downtime and must submit a request to Sidemail support within thirty (30) days after the end of the affected Monthly SLA Measurement Period.

The request must:

1. use the subject line “SLA Credit Request”;
2. identify the affected Sidemail account;
3. identify the affected Covered API endpoints;
4. provide the dates, times, and time zone of the alleged Downtime;
5. include relevant request IDs, logs, error messages, timestamps, and other supporting evidence; and
6. include any other information reasonably requested by Company to verify the claim.

Company will review all requests using its monitoring data, status records, server logs, and other relevant information. Credits will be applied to the next practicable invoice if approved.

Company may deny a Service Credit request if:

1. the Customer was not eligible for this SLA during the relevant period;
2. the request was incomplete, late, inaccurate, or unsupported by sufficient evidence;
3. the alleged Downtime is excluded under this SLA;
4. the alleged Downtime did not directly affect the Customer’s valid, authenticated requests to the Covered APIs;
5. the Customer was in material violation of the Terms of Service, Acceptable Use Policy, Anti-Spam Policy, or other applicable Sidemail policy during the relevant period; or
6. the Customer’s conduct, configuration, content, systems, traffic, or policy violation contributed to the alleged Downtime or impaired Company’s ability to verify the claim.

SLA Changes

Company may update this SLA from time to time. Unless otherwise stated by Company, updates will apply prospectively and will not reduce Service Credits already earned for a prior Monthly SLA Measurement Period.

For an active paid subscription, the version of this SLA in effect at the start of the applicable Monthly SLA Measurement Period applies to that period, unless Company and Customer agree otherwise in writing.

This SLA is effective as of July 7, 2026.