service level agreement
last updated 2026-08-24 · mittera.eu
mittera publishes no uptime percentage, and Section 1 sets out why. What it commits to instead is a list of operational practices that can be checked rather than believed — because a promise you can verify is worth more than a promise you cannot.
1. There is no uptime guarantee, and here is why
mittera does not offer a contractual availability percentage or service credits. Three plain reasons:
- One region, one deployment. There is no multi-region failover and no read replicas. A machine-level failure is an outage, and no percentage should pretend otherwise.
- A small independent company. flndrn Limited is not a company with a follow-the-sun rota, and will not promise a recovery time nobody is rostered to meet at 04:00.
- Nothing measures it well enough yet. A number nobody measures is a number nobody can honour.
If a written, negotiated SLA with defined targets and credits is a requirement for you today, mittera is not the right choice yet.
2. What mittera does commit to
Every item below is a practice that already exists, not an aspiration:
- Delivery through a managed provider (SMTP2GO) with its own delivery tracking, disclosed at /subprocessors.
- Incidents that affect you are emailed to the address on the account. The public status page at /status asks the live shop if it is up — it does not paint a fake green badge.
- Security fixes ship immediately — not held for a release window.
- Material changes that break documented behaviour are announced with reasonable notice.
- An honest limit: there are no off-site backups of customer data today, so keep your own export where it matters.
3. Maintenance
mittera does not reserve a weekly maintenance window. Most changes ship without interrupting service. Where a change genuinely requires an interruption, it is emailed to account owners in advance, scheduled into low-traffic hours, and confirmed when finished. Emergency security work may go out immediately, with the notice following.
4. When there is an incident
An incident is any unplanned event that degrades or interrupts the Service. Email to affected accounts is the source of truth. If an incident affects customer data, the Operator notifies those accounts without undue delay. For material incidents the Operator publishes a write-up within 30 days. To report something that looks like an incident, write to support@mittera.eu; for anything with a security dimension, security@mittera.eu.
5. What is excluded in any case
Your own application code and integrations; loss caused by credentials you exposed; your network or your recipients’ connectivity; third-party services you call; suspension under the Terms or Acceptable Use Policy; and events outside the Operator’s reasonable control.
6. What would have to be true before mittera promises a number
- Measurement over a meaningful period — availability recorded continuously, from outside and inside, over months.
- Off-site backups — so recovery survives the loss of the machine, not only the loss of a record.
- More than one machine — somewhere for the Service to be while the primary is unavailable.
7. Enterprise agreements
If your organisation requires a written, negotiated service level agreement, write to legal@mittera.eu. That would be a separate signed agreement, negotiated on its own terms; this page is not that agreement.