Service Level Agreement

1. Availability Targets

Uptime is measured per calendar month, per service, from our monitoring. Downtime starts when we detect an outage or when you report one, whichever is first, and ends when service is restored.

2. What We Do Not Commit To

Read this before you rely on a number above.

• Inbox placement. We commit to accepting and attempting delivery of your mail. We do not commit to it landing in the inbox rather than spam. That depends on your list, your content, your authentication, and the receiving provider's judgement — none of which we control.
• Delivery to a specific provider. If Gmail, Microsoft, or any receiver blocks or throttles your mail, that is not downtime.
• Blocklisting. A sending IP or domain appearing on a blocklist because of how you sent is not an SLA event.
• Upstream limits. Hosting and domains are resold. Our commitment can never exceed what Contabo or Namecheap commit to us, and an upstream outage is handled under their terms.
• What runs on your VPS. We cover the instance being up and reachable. Your operating system, your applications, your configuration, and your resource exhaustion are yours.
• Data loss. Backups are your responsibility unless you bought a managed backup service in writing.

3. Exclusions

Time does not count as downtime when it results from:

• Scheduled maintenance announced in advance under Section 4
• Emergency maintenance to close a security vulnerability or stop active abuse
• Suspension under the Acceptable Use Policy or for non-payment
• Throttling applied to your account under AUP Section 9
• Your own configuration, DNS changes, expired authentication records, deleted resources, or exhausted quotas
• Attacks directed at your service, including DDoS aimed at your IPs or domains
• Failures in networks or systems outside our control, including your own connectivity
• Force majeure — physical disaster, government action, upstream provider collapse, sustained regional network failure

4. Maintenance

• Scheduled maintenance is announced at least [PLACEHOLDER — notice period, e.g. 72 hours] ahead by email and dashboard notice.
• We aim to schedule it during [PLACEHOLDER — maintenance window, e.g. 02:00–05:00 UTC Sunday].
• Emergency maintenance happens without notice when leaving it alone would be worse. We tell you as soon as we reasonably can.

5. Service Credits

If we miss the target for a service in a calendar month, you can claim a credit against that service's next invoice.

• Credits are applied to future invoices. They are not paid out in cash or crypto.
• Total credits in a month cannot exceed [PLACEHOLDER — cap, e.g. 100%] of that month's fee for the affected service.
• Credits are the sole remedy for missed availability. They do not cover lost revenue, lost campaigns, or consequential loss — see the Terms of Service.
• Accounts in arrears or suspended under the AUP are not eligible.

6. Claiming a Credit

Credits are not automatic. Email support@lexlabtools.com within [PLACEHOLDER — claim window, e.g. 30 days] of the end of the affected month with:

• The service and account affected
• Dates and times of the outage, with timezone
• Any logs, error responses, or monitoring output you have

We respond within [PLACEHOLDER — response window, e.g. 10 business days]. Where our records and yours disagree, we will show you what our monitoring recorded.

7. Support Response

Support targets are separate from uptime and carry no credits.

Abuse reports are handled on the timeline in the Acceptable Use Policy, Section 13.

8. Changes

We may revise this SLA. Reductions in a committed target take effect at your next renewal with [PLACEHOLDER — notice period, e.g. 30 days] notice. Improvements take effect when posted.