Service Level Agreement (SLA)

MetaDefender™ Cloud Email Security is committed to delivering a reliable and high-performance email security solution. This Service Level Agreement (SLA) outlines our service availability and email delivery performance commitments to our customers.

Platform Availability

We guarantee 99.9% monthly uptime for the MetaDefender™ Cloud Email Security platform. This includes our web interfaces and backend processing systems.

Uptime Calculation Excludes:

  • Scheduled maintenance (with at least 24-hour advance notice)
  • Force majeure events (natural disasters, internet backbone outages, etc.)
  • Downtime caused by third-party services or customer infrastructure

Email Delivery Performance

We commit to ensuring efficient email processing under normal operating conditions:

  • 90% of emails (P90) will be fully processed and delivered within 1 minute from the time they are received by our platform.

Exceptions to this performance target include:

  • Policy-Based Actions: Emails that are quarantined, blocked, or delayed due to configured security policies
  • Mail Delivery Loops: Situations where misconfigured routing causes repetitive email handoff
  • Downstream Server Unavailability: Cases where the customer’s mail server is temporarily unreachable or refuses delivery

Monitoring and Reporting

  • Customers may access real-time and historical system metrics via the product dashboard.
  • Outage and maintenance notifications will be published on our status page trust.opswat.com.
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Service Level Agreement (SLA)Platform AvailabilityEmail Delivery PerformanceMonitoring and Reporting