Service Level Agreement (SLA)
Effective Date: November 05, 2026 • Published by Cyphex Agency (cyphex.agency)
Enterprise Infrastructure Backed by Cyphex Agency
This Service Level Agreement governs the performance, availability, and deliverability of Cyphex Mail (cyphex.agency). We stand behind our cloud infrastructure with guaranteed uptime, rapid failover, and prompt response times from real senior engineers.
1. Service Availability & Measurement
“Service Availability” is calculated on a calendar month basis as the percentage of total minutes that the Cyphex Mail webmail, inbound SMTP webhook ingestion, and REST API are operational and accessible from Cloudflare edge nodes:
Service Availability excludes scheduled maintenance announced at least 48 hours in advance, third-party global Internet backbone failures, or force majeure events.
2. Service Credits for Downtime
In the rare event that Cyphex Mail fails to meet the 99.9% uptime threshold in any calendar month, customers in good standing are eligible for service credits applied directly to their subsequent invoice:
| Monthly Availability | Service Credit % |
|---|---|
| ≥ 99.0% but < 99.9% | 10% Credit of Monthly Fee |
| ≥ 95.0% but < 99.0% | 25% Credit of Monthly Fee |
| < 95.0% | 50% Credit of Monthly Fee |
3. Deliverability & Reputation Standard
Cyphex Agency guarantees that all custom domains configured under our turnkey setup will achieve:
- 100% valid DMARC, SPF, and 2048-bit RSA DKIM cryptographic alignment on all outbound messages.
- Routing through clean, high-reputation Amazon SES IP sending pools monitored 24/7.
- Immediate remediation assistance if an external blacklist or spam classification issue is detected.
4. Technical Support Channels & Hours
All Cyphex Mail subscribers have access to our direct WhatsApp engineering desk at +92 328 0258898 and email desk at support@cyphex.agency. Normal engineering coverage is 24/7 with active monitoring across the Frankfurt primary cloud node.