Service Level Agreement (SLA)
Uptime commitments and support response times
Last updated: Aug 30, 2025
This Service Level Agreement ("SLA") describes uptime commitments and support response times for Inbox2Sheet. It forms part of the Terms of Service.
Why This Matters: This SLA demonstrates our commitment to reliability and sets clear expectations for service quality and support.
1. Service Availability
Uptime Commitment: Inbox2Sheet will make the Service available 99.9% of the time per calendar month, excluding Excluded Downtime (see below).
Excluded Downtime: Scheduled maintenance (with at least 48h notice), force majeure events, and outages caused by customer misuse or third-party failures outside our control (e.g., Google Sheets, OpenAI, Mailgun, Stripe).
Measurement: Availability is measured by continuous monitoring of core API and dashboard endpoints.
2. Support Commitments
Support is included in all paid plans, with response times based on plan level:
| Plan | Support Channels | Initial Response Time |
|---|---|---|
| Starter | Email support | ≤ 2 business days |
| Pro | Email + priority ticket | ≤ 1 business day |
| Growth | Email + priority ticket | ≤ 12 hours (business days) |
| Enterprise | Email + priority ticket + phone | ≤ 4 hours (24/7) |
3. Service Credits
If Inbox2Sheet fails to meet the 99.9% uptime SLA in a given calendar month (excluding Excluded Downtime), you are eligible for a service credit:
| Monthly Uptime | Credit % of Monthly Fee |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| < 95.0% | 50% |
Important Notes:
- • Credits apply only to the affected month.
- • Credits must be requested within 30 days of the incident via support@inbox2sheet.com.
- • Credits are applied against future invoices, not refunds.
4. Limitations
This SLA does not apply to downtime or issues caused by:
5. Enterprise Add-ons
Enterprise customers may negotiate enhanced SLAs, including:
🏆 Competitive Advantage
This SLA differentiates Inbox2Sheet from competitors who don't openly publish service level commitments:
What We Offer:
- • Transparent 99.9% uptime commitment
- • Clear support response times by plan
- • Service credit guarantees
- • Enterprise SLA customization
Competitor Gap:
- • Make.com: No public SLA for self-serve
- • Zapier: Enterprise-only SLA exposure
- • Parseur: Limited reliability guarantees
- • Mailparser: No published uptime commitments
6. Contact
To claim credits or request SLA clarification, email support@inbox2sheet.com.
Enterprise Inquiries: For custom SLA negotiations or enterprise support, contact our sales team at sales@inbox2sheet.com.
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