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.