Service Level Agreement
Last Updated: 24th February 2026
Introduction
This Service Level Agreement ("SLA") outlines the guaranteed uptime, support commitments, and compensation for service disruptions for the following CampaignLark services:
- Email Marketing Platform
- Email Delivery
- Marketing Automation
Service Availability
CampaignLark guarantees a 99.90% uptime for the above-listed services on a monthly basis. This allows for a maximum of 43 minutes and 12 seconds of downtime per month.
Service Exclusions
The SLA does not cover downtime due to:
- Scheduled maintenance (with at least 24 hours prior notice)
- Force majeure events (natural disasters, government actions, etc.)
- Customer-side issues (network failures, misconfigurations, rate limits exceeded, etc.)
- Third-party service provider failures beyond CampaignLark's control
- Free-tier users: Free users are not covered under this SLA and do not qualify for service credits.
Service Credits
If CampaignLark fails to meet the 99.90% uptime commitment, customers may be eligible for service credits as follows:
| Outage Time Frame | Effective Approx Availability | Service Credit (Days) |
|---|---|---|
| Less than 43 minutes | 99.90% | N/A |
| 44 – 59 minutes | 99.86% | 1 day |
| 1 – 2 hours | 99.72% | 2 days |
| 2 – 4 hours | 99.44% | 5 days |
| 4 – 7 hours | 99.03% | 10 days |
| 7+ hours | < 99.03% | 28 days |
Eligibility for Service Credits:
- Customers must submit a written request for service credits within 10 business days of the reported incident.
- Service credits apply only to future payments and cannot be refunded as cash.
Contact Us
Should you have any questions or concerns about this SLA, please contact our support team.
