Service Level Agreement

In this SLA the following terms have the following meanings:

• Calendar Month — a calendar month measured by the time zone Asia/Riyadh (UTC+03:00).
• Total Minutes — the number of minutes in the relevant Calendar Month.
• Downtime — a contiguous period of more than five (5) minutes during which the Service is unable to accept inbound mail for a mailbox that is otherwise correctly configured, or is unable to allow an authorized user to authenticate to the portal or to a mail-protocol endpoint (IMAP, SMTP submission, EWS, or MAPI). Brief failures of less than five minutes, intermittent single-request errors, and per-message rejections caused by the Customer's own configuration are not Downtime.
• Excluded Period — any minute that falls within a Scheduled Maintenance Window, an Emergency Maintenance Window, a force-majeure event, or any condition described under "Exclusions" below.
• Monthly Uptime Percentage — calculated for a given Calendar Month as (Total Minutes − Excluded Period − Downtime) ÷ (Total Minutes − Excluded Period), expressed as a percentage rounded to two decimal places.
• Service Credit — the percentage of the Customer's monthly subscription fee for the affected service, applied as a credit against a future monthly invoice, calculated as set out below.

Skyline targets the following Monthly Uptime Percentage for each subscription plan. The complete tier table appears further down this page.

• Lite — 99.5% per Calendar Month. Maximum permitted Downtime: approximately 3 hours 36 minutes.
• Pro — 99.9% per Calendar Month. Maximum permitted Downtime: approximately 43 minutes.
• Business — 99.95% per Calendar Month. Maximum permitted Downtime: approximately 22 minutes.

For mail flow handled entirely within Skyline (sender and recipient on the same Skyline tenant), the Service targets a median delivery latency below five (5) seconds from acceptance to placement in the recipient mailbox.

For inbound mail from external senders, the Service targets a median first-attempt delivery latency below sixty (60) seconds from receipt by our edge MTAs to placement in the recipient mailbox, exclusive of any quarantine review delay caused by the Customer's own anti-spam configuration.

For outbound mail submitted to external recipients, the Service targets a median first-attempt latency below thirty (30) seconds from acceptance by our submission MTAs to handover to the recipient's MX. Subsequent retry delays are governed by the recipient mail server's policy and are outside Skyline's control.

Mail-delivery time targets are operational targets, not formal availability commitments — failure to meet a delivery-time target does not on its own qualify as Downtime under this SLA, although a sustained material failure to meet the targets will be treated as a Severity 2 incident under the support framework.

Scheduled Maintenance Windows. Skyline reserves a window for planned maintenance of up to four (4) hours per Calendar Month, performed between 02:00 and 06:00 KSA time. Scheduled Maintenance is announced by email to the registered administrator and on the in-portal status banner at least seven (7) days in advance, except where a shorter notice is necessary to address an urgent risk.

Emergency Maintenance Windows. Where the integrity, security, or availability of the Service is at immediate risk, Skyline may carry out Emergency Maintenance with as little notice as is reasonably practicable. Emergency Maintenance is logged on the public status page and the affected window is treated as an Excluded Period for the purpose of computing Monthly Uptime Percentage.

Skyline will design Scheduled Maintenance to minimize, where possible to zero, customer-visible interruption (rolling restarts, reader-only failover, etc.).

Where the Monthly Uptime Percentage in a Calendar Month falls below the target for the Customer's plan, the Customer is entitled — upon a properly filed claim under "Claim procedure" below — to a Service Credit calculated as follows:

• Lite: 10% of the Lite monthly fee for the affected service.
• Pro: 15% of the Pro monthly fee for the affected service.
• Business: 25% of the Business monthly fee for the affected service.

Service Credits are applied to the next monthly invoice issued to the Customer. Service Credits are not refundable as cash and may not be transferred to another customer or other Skyline product. The aggregate of Service Credits awarded in any single Calendar Month is capped at the Customer's total monthly fee for that service for that month.

Service Credits are the Customer's sole and exclusive remedy for any failure to meet a target under this SLA, and Skyline's sole and exclusive liability for the failure, except in cases of Skyline's wilful misconduct or gross negligence (see Limitation of Liability in the Terms of Service).

The first-response targets for support requests, by plan, appear in the "Support response targets" table below. Times are measured from receipt of a properly filed support request to the first substantive human response, exclusive of any acknowledgment auto-reply.

Severity definitions:

• Severity 1 — Service down or critically degraded for the entire tenant. Mail flow stopped, portal inaccessible, or large-scale data integrity issue. Targets above apply to Severity 1 24×7 on Business; Pro and Lite Severity 1 receive accelerated handling within published business hours.
• Severity 2 — Significant feature unavailable for many users; mail flow degraded but not stopped.
• Severity 3 — Question, configuration help, single-user issue.

If a support request is not progressing within target, the Customer may escalate by replying to the support thread with the word "ESCALATE" in the subject line and a brief explanation of the impact. An escalation is reviewed by the on-duty engineering manager.

For Business-plan customers, an out-of-band escalation phone contact is provided at the time of plan activation. For all customers, written escalation requests may also be sent to support@alskyline.com.

To claim a Service Credit the Customer must submit a request that includes:

• The affected Calendar Month.
• The affected mailboxes, domains, or tenant.
• The dates and approximate times at which the Customer believes Downtime occurred.
• A short narrative of customer-side impact (e.g. mail flow stopped at HH:MM, restored at HH:MM).

The claim must be received by support@alskyline.com within thirty (30) days of the end of the Calendar Month in which the alleged Downtime occurred. Skyline will respond within ten (10) business days, either confirming the credit or explaining its determination.

Eligible Service Credits are applied to the next monthly invoice. Where the Customer is on an annual plan with monthly invoicing, the credit is applied to the next monthly invoice in the same way.

The following events are excluded from the calculation of Downtime and from Service-Credit eligibility:

• Force majeure, as defined in the Terms of Service.
• Scheduled Maintenance Windows and Emergency Maintenance Windows.
• Failures caused by the Customer, including misconfigured DNS for a customer domain, incorrect MX or SPF or DKIM records, expired domain registrations, and abuse-driven suspensions.
• Failures caused by third-party networks or providers outside Skyline's control, including national-grade upstream-cloud-region outages, Internet-backbone failures, or destination-mail-server rejections.
• Behaviour described as out of scope or prohibited under the Acceptable Use Policy, including lawful suspensions of the Customer's account.
• Beta or early-access features clearly labelled as such within the portal.

Skyline may revise this SLA from time to time. Material changes are subject to the same 30-day notice mechanism as the Terms of Service. Service-Credit claims for periods preceding the effective date of a revision are computed under the SLA in force during the relevant period.