Sendgrid Service Level Agreement

SendGrid is a cloud-based email service provider that allows businesses to send transactional and marketing emails to their customers. While SendGrid boasts a 99.99% uptime guarantee, it`s important to understand their Service Level Agreement (SLA) to ensure your business is fully covered in case of any issues.

What is a Service Level Agreement?

A Service Level Agreement (SLA) is a contract between a service provider and a customer that outlines the level of service that will be provided. An SLA sets expectations for uptime, response times, availability, and other factors that impact service quality.

SendGrid`s SLA

SendGrid`s SLA guarantees a 99.99% uptime for their service, which means that the service will be operational and available to users 99.99% of the time. This translates to approximately 4.4 minutes of downtime per month. If SendGrid fails to meet this uptime guarantee, customers are eligible to receive a credit for the monthly service fee, based on the length of the downtime.

In order to qualify for this credit, customers must report the issue to SendGrid within 30 days of the incident, and the issue must be verified by SendGrid. It`s important to note that certain types of downtime, such as scheduled maintenance or issues caused by the customer`s own systems, are not covered under the SLA.

Other SLA Components

In addition to the uptime guarantee, SendGrid`s SLA also outlines their response time to issues raised by customers. SendGrid aims to respond to all support tickets within one hour, with a resolution time of up to 24 hours for standard issues. For critical issues, such as an outage or security breach, SendGrid will respond within 15 minutes and aim to resolve the issue as quickly as possible.

Finally, SendGrid`s SLA also includes a security guarantee. SendGrid uses industry-standard security measures to protect customer data, and their SLA guarantees that they will notify customers within 24 hours in the event of a security breach. SendGrid will also work with the customer to resolve the issue and implement any necessary fixes.


For businesses that rely on email communication, it`s crucial to understand the Service Level Agreement of your email service provider. SendGrid`s SLA guarantees a 99.99% uptime and outlines their response times and security measures, ensuring that users can expect a high level of service. By being aware of these SLA components, businesses can make informed decisions when evaluating their email service provider options.


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