MAILUP SERVICE LEVEL GUARANTEE

This Service Level Guarantee is an integral part of the MailUp Terms and Conditions of Use.

Technical Support

Technical support for MailUp is provided to users of the service through:

• an updated collection of frequently asked questions, 
• through online manuals and other documentation
• via e-mail by opening a support ticket. When a support ticket is opened, MailUp staff will use its best efforts to respond to it in a timely manner: a reply to the support ticket is typically provided within 12 business hours. 

Support via phone and/or live chat is not available free of charge, and may be available for an additional fee, depending on your location and time zone. MailUp reserves the right to charge a fee for all support provided for the Services.

Availability of the Service: 99% Uptime

MailUp guarantees that the MailUp Service will be available 99% of the time, 24 hours a day, 365 days a year. This Service availability guarantee does not cover services that are not directly delivered by MailUp and whose availability is outside of MailUp's control: these include the availability of an Internet connection at the Client's location, software or hardware problems that are affecting the Client's computers, and others. The 99% uptime calculation does not include maintenance windows that are scheduled to occur at certain times, and are communicated to all Clients before they occur.