Standard SLA SaaS Mailinblack
On 10/01/2024
1. Standard service guarantees
Mailinblack makes every effort to guarantee the availability of its services. In the event that the 99.50% service availability commitment is not met, the customer will be compensated on a lump-sum basis on the basis of the table below. The compensation is calculated on the basis of a monthly rent equivalent to 1/x th (1/12 for a 1-year commitment, 1/36 for a 3-year commitment) of the amount of licences sold.
| Service availability | Compensation calculated on the basis of the average monthly rent | |
|---|---|---|
| 100,00 % | 99,50% | 0 % |
| 99,50 % | 99,40% | 1 % |
| 99,40 % | 99,30% | 2 % |
| 99,30 % | 99,20% | 3 % |
| 99,20 % | 99,10% | 6 % |
| 99,10 % | 99,00 % | 9 % |
| 99,00 % | 98,90 % | 12 % |
| 98,90 % | 98,80 % | 15 % |
| 98,80 % | 98,70 % | 18 % |
| 98,70 % | 98,60 % | 21 % |
| 98,60 % | 98,50 % | 23 % |
| 98,50 % | 98,40 % | 26 % |
| 98,40 % | 98,30 % | 29 % |
| 98,30 % | 98,20 % | 32 % |
| 98,20 % | 98,10 % | 35 % |
| 98,10 % | 98,00 % | 38 % |
| 98,00 % | 97,90 % | 41 % |
| 97,90 % | 97,80 % | 44 % |
| 97,80 % | 97,70 % | 47 % |
| 97,70 % | 97,60 % | 50 % |
Service availability is measured by the following service elements:
- Protect
- The operation of the messaging loop specific to Protect.
- Operation of the user interface used to unblock quarantined emails.
⏱️ If one of these elements malfunctions for more than 15 minutes in the case of the ‘Protect-specific messaging loop’ and for more than 30 minutes in the case of the ‘user interface’, this is considered to be service unavailability and therefore a ‘blocking’ incident.
- Sikker
- The operation of the user interface used to access your identifiers.
- Cyber Coach
- How the Cyber Coach messaging loop works.
- Cyber Academy
- How the user interface works to access training content.
- Management
- How the manager interface works, to administer the platform.
Description of the ‘messaging loop’ service element:
The messaging loop corresponds to the reception or generation of an email by the Mailinblack infrastructure and its delivery to the customer’s email server. If this processing process is slowed down or interrupted for more than 15 minutes, an alert is sent to the Mailinblack teams for intervention, and the service is considered to be unavailable. Settlement of indemnities begins once the alert has been generated.
Description of the ‘interface’ service element:
The user interface corresponds to the web interface, accessible in HTTP and HTTPS, from a web browser, made available by Mailinblack to the customer’s users so that they can release emails blocked in quarantine, access training modules, or their safe of identifiers. If this interface is inaccessible for more than 30 minutes, an alert is sent to the Mailinblack teams for intervention, and the service is considered to be unavailable. Compensation will start to be calculated once the alert has been generated.
Special cases and scope of customer responsibility:
The scope of the service and the measurement of its availability are limited to Mailinblack’s infrastructures. Mailinblack cannot be held responsible for the unavailability of its email loop or user interface services due to a malfunction or modification of the customer’s email infrastructure, Internet access, or authentication environment (LDAP directory servers, Azure AD). Mailinblack may also not be held responsible for a slowdown or blockage of its mail loop services caused by negligence in the security of the customer’s infrastructure: usurpation of a user account or a customer mail server, used to send spam through the Mailinblack platform, as part of the use of the ‘outgoing SMTP’ functionality.
Planned interruptions:
As part of the deployment of updates to the service, Mailinblack reserves the right to temporarily interrupt the service, up to a limit of twenty (20) times per year, for a maximum of 1h30. The customer will be notified seven (7) days in advance of the intervention. Mailinblack prefers non-working hours to carry out this type of intervention. To ensure the security of its service and the protection of its customers’ data, Mailinblack reserves the right to temporarily interrupt the service in order to apply security updates.
2. Technical Support
🎧 For any technical assistance, Mailinblack provides an in-house team of 10 technicians based at the head office in France (Marseille). A technician is dedicated to diagnosing and resolving any incident transparently, in order to avoid unproductive exchanges and wasted time.
2.1 Opening a ticket
To call on technical support during working hours, you need to open an incident ticket. All assistance from the Support department is organised as follows:
- Creating an incident ticket
- from our online chat
- by telephone: +33 4 88 60 07 80
- by email: support@mailinblack.com
- Acknowledgement of receipt: when the ticket is opened by email, an acknowledgement of receipt is sent back to the customer by email with the ticket number.
- Incident tracking: all messages from customers must include the incident number in the subject line.
- If further clarification is required, Support will contact the customer directly by telephone
- Closing the incident: an email is sent to the customer when the incident is closed.
2.2 Support levels
| Level 1 | Level 2 | Level 3 |
|---|---|---|
[All products]:
|
Protect:
|
[All products]:
|
| GTI: End of day D+1 | GTI: End of day D+1 | GTI: H+2 |
2.3 Contact details
- Email address: support@mailinblack.com
- Telephone number: + 33 4 88 60 02 52
- Online help: https: //support.mailinblack.com/
- Opening hours: Monday to Friday, 8am to 6pm (mainland France), excluding public holidays.
2.4. Technical Support during non-working hours
As part of the standard SLA, Mailinblack Technical Support is only open during working hours. Alternatively, Mailinblack offers a telephone hotline for blocking incidents as part of its Premium SLA service. Please contact the Mailinblack sales department for more information on this subject.
☎️ Contact us
From the chat: support.mailinblack.com
By email: contact@mailinblack.com
By telephone: +33 4 88 60 07 80