Legal
Service level agreement
What we commit to, how it is measured, and what you get if we miss it.
Last updated: 28 August 2026
1. Availability commitment
We commit to 99.9% availability of the hosted Exchange platform, measured monthly. Availability means the ability to send and receive mail and to access mailboxes through at least one supported protocol (MAPI over HTTP, Exchange Web Services, ActiveSync, Outlook Web App, IMAP4 or POP3).
Excluded from the calculation:
- Scheduled maintenance notified at least five working days in advance.
- Emergency security maintenance, notified as far in advance as is practicable.
- Failures of your own connectivity, hardware, DNS or third-party services.
- Suspension arising from non-payment or breach of the acceptable use policy.
- Events beyond our reasonable control.
2. Support response targets
| Priority | Definition | Response target | Cover |
|---|---|---|---|
| P1 | Mail flow stopped, or Exchange unreachable, for an organisation | 15 minutes | 24 / 7 / 365 |
| P2 | Severe degradation, failed database, or a whole site unable to connect | 1 working hour | 24 / 7 / 365 |
| P3 | A single mailbox, device or permission affected | 4 working hours | Mon–Fri 09:00–17:30 |
| P4 | Requests, changes, advice and questions | 1 working day | Mon–Fri 09:00–17:30 |
"Response" means an engineer has begun work and has communicated that fact to you. It does not mean an automated acknowledgement. Priority is assigned by us on receipt, in good faith; if you disagree with an assignment, say so and we will review it immediately.
3. Service credits
Where monthly availability falls below the commitment, the following credits apply against the following month's charges:
| Measured monthly availability | Credit |
|---|---|
| 99.0% to 99.89% | 10% of the monthly charge |
| 97.0% to 98.99% | 25% of the monthly charge |
| 95.0% to 96.99% | 50% of the monthly charge |
| Below 95.0% | 100% of the monthly charge |
Credits are requested by emailing support@myexchangeserver.co.uk within 30 days of the end of the affected month, and are applied to the next invoice. Credits are the exclusive remedy for failure to meet the availability commitment.
4. Maintenance
Planned maintenance is carried out between 22:00 and 06:00 UK time and is notified at least five working days in advance. Because mailbox databases are replicated in a Database Availability Group, most maintenance is performed by failing databases between servers and is not service-affecting.
Emergency maintenance to address an active security threat may be carried out at any time, with as much notice as the circumstances allow.
5. Backups and recovery targets
- Backup frequency: daily, held off-host.
- Backup retention: 30 days.
- Deleted item and deleted mailbox recovery: 30 days, self-service or by request.
- Target recovery point for a full mailbox restore: 24 hours.
- Target recovery time for a single mailbox restore: 4 working hours from request.
6. Escalation
Every customer is given a named account contact and a documented escalation path with direct numbers, up to director level. If a P1 has not been responded to within the target, escalate immediately by telephone on 0121 233 0200.
7. Reporting
Availability figures are available on request for any month. Where an incident has materially affected your service we provide a written incident report, including cause and remediation, within five working days of resolution and without being asked.
Questions about this document? Ring 0121 233 0200 or email sales@myexchangeserver.co.uk.