Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") defines the service commitments and performance standards for Dokkio services provided by Malex Software SRL ("Company", "we", "us", or "our") to customers ("Customer", "you").

This SLA is part of the Terms of Service and applies to all users of Dokkio email processing services.

2. Company Information

3. Service Availability

3.1 Current Service Level (Free Plan)

For the current free service, we strive to maintain:

• Uptime Target: 99.0% monthly uptime (best effort)
• Email Processing: Typically within 5 minutes of receipt
• API Response Time: Generally under 2 seconds

3.2 Future Paid Plans

When we introduce paid subscription plans, we will provide enhanced service levels including:

• Guaranteed uptime commitments with SLA credits
• Priority email processing
• Enhanced API response times
• Priority customer support

4. Service Components

4.1 Core Services

Dokkio provides the following core services:

• Email Reception: Receiving emails at registered addresses
• Data Extraction: AI-powered processing to extract structured data
• Webhook Delivery: Secure delivery of extracted data to your endpoints
• API Access: RESTful API for managing email addresses and configurations
• Dashboard: Web interface for account and service management

4.2 Performance Metrics

• Email Processing Time: Time from email receipt to webhook delivery
• API Response Time: Time to respond to API requests
• Webhook Delivery Success Rate: Percentage of successful webhook deliveries
• System Uptime: Percentage of time services are operational

5. Data Processing Commitments

5.1 Data Retention

5.2 Data Processing Standards

• Webhook logs retained for up to 1 day for retry purposes
• Account data retained while account is active
• API logs retained for 30 days for security and support
• No personal data processing under GDPR (business emails only)

6. Planned Maintenance

6.1 Scheduled Maintenance

We may perform scheduled maintenance to improve service reliability and performance:

• Advance notice of at least 24 hours for major maintenance
• Maintenance typically scheduled during low-usage periods
• Emergency maintenance may be performed without advance notice
• Maintenance windows typically limited to 4 hours maximum

6.2 Notification Methods

• Email notifications to account holders
• Status page updates at status.dokkio.io (when available)
• In-dashboard announcements for logged-in users

7. Support Services

7.1 Current Support (Free Plan)

For free plan users, we provide:

• Email Support: Best-effort response within 2-3 business days
• Documentation: Comprehensive online documentation
• Status Updates: Service status and incident communications
• Community Support: Access to community resources and forums

7.2 Future Premium Support

When paid plans are introduced, premium support will include:

• Priority email support with faster response times
• Direct technical assistance for integration issues
• Account management support
• Phone support for enterprise customers

8. Service Limitations

8.1 Free Service Limitations

8.2 Exclusions

This SLA does not apply to:

• Service interruptions caused by your systems or configurations
• Outages caused by third-party services beyond our control
• Scheduled maintenance with proper notice
• Issues caused by violation of Terms of Service or Acceptable Use Policy
• Force majeure events (natural disasters, acts of government, etc.)

9. Future SLA Credits (Paid Plans)

9.1 SLA Credit Structure

When paid plans are introduced, SLA credits will be structured as follows:

9.2 Credit Limitations

• Maximum 50% of monthly service fees as credits
• Credits applied to future billing cycles
• Credits must be requested within 30 days of incident
• Credits not applicable to free service periods

10. Incident Management

10.1 Incident Classification

• Critical: Complete service outage affecting all users
• High: Major service degradation affecting most users
• Medium: Partial service impact affecting some users
• Low: Minor issues with minimal user impact

10.2 Response Targets

• Critical: Initial response within 2 hours
• High: Initial response within 4 hours
• Medium: Initial response within 1 business day
• Low: Initial response within 2 business days

11. Monitoring and Reporting

11.1 Service Monitoring

We continuously monitor our services using:

• Automated uptime monitoring and alerting
• Performance metrics tracking
• Error rate monitoring
• API response time measurements

11.2 Reporting

• Monthly service performance reports (for paid plans)
• Incident post-mortems for significant outages
• Quarterly service review meetings (enterprise customers)

12. Updates to This SLA

We may update this SLA from time to time. Material changes will be communicated through:

• Email notification to account holders
• Notice in the Dokkio dashboard
• Updates to this page with a new "Last Updated" date

We will provide at least 30 days' notice for any material changes that reduce service levels.

13. Contact Information

For questions about this SLA or to report service issues, please contact us: