Service Level & Delivery Policy

What "managed" means in practice: what we commit to, how fast, and what happens when we miss. This policy forms part of the Terms of Service.

Mailbox provisioning

• Target turnaround: 24 - 48 hours from cleared payment and receipt of the information we need from you.
• Included: Google Workspace mailbox creation, MX / SPF / DKIM / DMARC / CNAME configuration, and credential delivery to your encrypted dashboard.
• Clock starts when you have supplied domain access or delegated DNS. Delays caused by missing access pause the clock.
• Domain registrar propagation and Google-side verification can add time we do not control.

Lead-list delivery

• Target turnaround: up to 3 business days per 10,000 records, subject to source availability.
• Niche or heavily filtered requests can take longer. We tell you before starting if we expect to exceed the target.
• Volume, accuracy, and refund rules are covered by the Lead Data Policy and Refund Policy.

Support

• Channels: email at hello@mailzy.us and WhatsApp chat. We do not take voice calls.
• Hours: Sunday to Friday, 09:00 - 21:00 (UTC+6).
• First response target: within one business day. Provisioning failures and total mailbox outages are prioritised.

Availability

The mailzy.us dashboard targets 99.5% monthly availability, excluding scheduled maintenance announced at least 24 hours in advance.

Mailbox uptime itself is delivered by Google Workspace and is governed by Google's own service level commitments. We are a reseller and administrator, not the mail provider, and cannot offer a stronger guarantee than our upstream.

Replacements

• Provisioning failure - we re-provision on a new domain or refund in full.
• Suspension caused by us (misconfiguration, incorrect setup) - free replacement mailbox.
• Suspension caused by your sending behaviour - not replaced. Breaches of the Acceptable Use Policy void replacement rights.

Service credits

If we miss a stated turnaround target by more than 100% and the delay is our fault, request a credit within 30 days at hello@mailzy.us. Credits are applied to your next invoice and are the sole remedy for missed targets.

Exclusions

• Outages or policy changes at Google, your registrar, or another upstream provider.
• Delays caused by missing information, unpaid invoices, or failed payment methods.
• Force majeure, including network-level events outside our control.
• Deliverability outcomes. Inbox placement depends on your domain history, copy, volume, and targeting.