Service Level Agreement

Version 1.0 - Effective 1st June 2026

This Service Level Agreement (SLA) describes the service commitments SealedMail makes to its subscribers. It is a plain-English statement of what you can expect from the service, not a legal instrument. It should be read alongside the SealedMail Terms of Service.

SealedMail is operated by Shaun Cooke, trading as SealedMail.

1. What this SLA covers

This SLA applies to the following service components:

• Report ingestion - the receipt and processing of DMARC aggregate reports (RUA) and TLS reports (TLS-RPT) sent to SealedMail's reporting addresses for your subscribed domain(s).
• Weekly report generation and delivery - the preparation and delivery of your weekly plain-English report, including the refreshed domain health check.
• Health check processing - the processing of free domain health check requests submitted through the website.

2. Report delivery schedule

Your weekly report is delivered every Monday to the email address you have nominated. You may nominate a different recipient, or change the recipient, at any time by emailing [email protected].

If a weekly report cannot be delivered on schedule for any reason, SealedMail will deliver it as soon as practicable within service hours and will note the reason on the status page where appropriate.

3. Health check turnaround

Free domain health checks are processed manually, within service hours, on the next available working day following receipt of the request. Health checks are not instant and no same-day turnaround is guaranteed. Requests received outside service hours are processed on the next working day.

4. Query response target

Queries sent to [email protected] received during service hours receive an initial response the same working day. Queries received outside service hours receive an initial response on the next working day. This is a response target, not a resolution target; complex queries may take longer to resolve, and you will be kept informed.

5. Service hours

Monday to Friday, 09:00-17:00 UK time.

There is no out-of-hours support. No response is guaranteed outside service hours, and no exception is implied. UK public holidays are not service days.

6. Status transparency

SealedMail publishes a live status page at https://uptime.sealedmail.co.uk/status/services, showing the operational health of its core service components. The status page is publicly accessible and requires no login. You can check it at any time without contacting support.

7. Planned maintenance

Planned maintenance is announced in advance on the status page, with reasonable notice. Wherever practicable, maintenance is scheduled outside service hours and is designed not to interrupt report ingestion.

8. Incident classification

Incidents are recorded on the status page with their severity and resolution.

9. Escalation

SealedMail is operated by one named individual. All escalation routes lead directly to the operator at [email protected]. There is no ticket queue, no tiered support desk, and no third-party support provider.

10. Exclusions

This SLA does not cover, and SealedMail is not responsible for:

• Misconfiguration of third-party DNS services, or any failure by the customer to create or maintain the required DNS records
• The customer's failure to update DNS records following notified changes to SealedMail's reporting addresses
• Events occurring outside service hours
• Failures of third-party infrastructure outside SealedMail's control, including DNS providers, email receivers that generate (or fail to generate) reports, and internet transit
• Force majeure events: circumstances beyond SealedMail's reasonable control

11. Reporting-only service

SealedMail provides information only. Reports and health checks describe the state of your domain's email authentication as observed; they are not professional advice and they do not constitute remediation. SealedMail accepts no liability for actions taken, or not taken, on the basis of report content. The limitation of liability in the Terms of Service applies.

12. Recovery objectives

In the event of a failure requiring restoration from backup, SealedMail targets a Recovery Point Objective (RPO) of no more than 24 hours (the maximum data-loss window, given nightly backups) and a Recovery Time Objective (RTO) of within 48 hours to restore the service. Backups are held both locally and as encrypted off-site copies in the UK.

13. Review

This SLA is reviewed annually, or following any material change to the service, whichever comes first. Material changes are communicated with reasonable notice.

Contact: [email protected] · Monday - Friday, 09:00 - 17:00 · Status: https://uptime.sealedmail.co.uk/status/services