Enterprise Service Level Agreement

Better Email commits to 99.9% monthly uptime for the core platform services, measured per calendar month.

Core platform services are user authentication, campaign creation and editing, and campaign export to the customer's sending platform. Degradation of non-critical features, such as interface assets or supplementary functions, does not count as downtime.

The AI assistant (Betty) and email client previews depend on third-party providers and are excluded from the uptime calculation.

Current and historical availability is published at status.better.email.

Monthly uptime is the number of minutes in the month during which the core platform services were available, divided by the total minutes in the month, excluding the exclusions below. Availability is measured by Better Email's external monitoring, which checks the core services from outside our infrastructure at least once a minute. A service is unavailable when monitoring records failed checks for 5 or more consecutive minutes.

The following are excluded from the calculation:

• Scheduled maintenance announced at least 5 business days in advance. Maintenance is scheduled between 22:00 and 07:00 CET on weekdays (until 08:00 on Mondays) wherever possible.
• Emergency maintenance needed to address a security vulnerability, limited to the time required.
• Failures of the customer's own systems, network or sending platform, or of the customer's identity provider.
• Suspension of the service under the Terms, for example for non-payment or misuse.
• Events outside Better Email's reasonable control, including outages at upstream providers that affect a large part of the internet.

Enterprise agreements include a remedy for months in which uptime falls below 99.9%. The form and size of that remedy are agreed in the order form, because they depend on the contract value and term. The standard schedule is available from your contact at Better Email. Any remedy is confirmed against Better Email's monitoring records and does not limit the customer's termination rights under the Terms.

Enterprise customers have a named customer success manager and a shared channel in Slack or Microsoft Teams, in addition to email support at [email protected].

Support operates Monday to Friday, 09:00 to 17:00 Central European Time (08:00 to 16:00 UK time), excluding Danish public holidays. Business hours in this SLA refer to those hours.

Critical incidents are monitored around the clock. An outage of a core platform service triggers on-call alerting at any hour, and the status page is updated whether or not the outage falls within support hours.

Better Email classifies each request on receipt and may reclassify it after investigation. Response means a reply from a person at Better Email with an initial assessment. Resolution figures are targets based on our documented recovery objectives. They are not guarantees.

For service-affecting incidents, affected customers are notified within 1 hour of Better Email confirming the incident. Security incidents involving customer data are notified within 24 hours of Better Email becoming aware, followed by a written incident report within 5 business days of resolution.

Better Email maintains a business continuity and disaster recovery plan, reviewed at least annually. The documented recovery objectives are a recovery point objective (RPO) of 24 hours for the database and near zero for file storage, and a recovery time objective (RTO) of 4 hours for full service restoration. The plan is available to enterprise customers on request.

Better Email provides a transition period of at least 60 days from the termination date, with full platform access, support at the contracted tier, and a named transition contact assigned within 2 business days of notice. During that period users export campaigns as they do in normal use, to their sending platform or as HTML. Better Email's team delivers the customer's design systems, configuration and uploaded assets by secure file transfer within 10 business days of a written request, at no extra cost. Customer data is deleted 3 months after termination unless the customer instructs otherwise, and written confirmation of deletion is provided within 10 business days of a request. Hosted images referenced by campaigns already sent remain available for 3 years so that historic campaigns keep rendering in recipients' inboxes.

Better Email may update this SLA with at least 30 days' notice. A change does not reduce the commitments during a customer's current contract term without the customer's written agreement.