Service Level Agreement (SLA)

Effective date: November 13, 2026

This Service Level Agreement (the “SLA”) sets out the availability commitment and support targets that 50SAAS LLC, a Wyoming limited liability company (“Sendloop” or “We”) provides to you (“You” or “Client”) for the Service. It forms part of the Terms of Use (the “Terms”). Capitalized terms not defined here have the meaning given in the Terms.

1. Scope and Definitions

“Service” means, for the purposes of this SLA, the Sendloop application at my.sendloop.net, the Sendloop sending API and the Sendloop SMTP relay.

“Downtime” means the minutes in a calendar month during which the Service is unavailable, as measured by Sendloop’s monitoring.

“Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus the minutes of Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage.

“Monthly Fee” means the fee You paid for the Service for the affected month. For plans billed yearly, it is one twelfth of the yearly fee.

1.1 Exclusions

The following do not count as Downtime:

• scheduled maintenance that Sendloop announces at least 48 hours in advance, up to 4 hours in a calendar month;
• emergency maintenance needed to address a security vulnerability or threat;
• causes outside Sendloop’s reasonable control, including Force Majeure events as defined in the Terms;
• issues caused by You, Your users, Your systems or Your content, including use of the Service in breach of the Terms or the Anti-Spam Policy;
• failures of third-party networks, including the internet and Your own internet access;
• recipient mailbox providers or SMS carriers that delay, filter, block or reject messages;
• free plans; and
• accounts that are suspended under the Terms.

2. Uptime Commitment

Sendloop commits to a Monthly Uptime Percentage of at least 99.9% for the Service on paid plans.

3. Service Credits

If the Monthly Uptime Percentage falls below 99.9% in a calendar month, You are eligible for a service credit of the following percentage of the Monthly Fee:

4. How to Claim a Credit

To claim a service credit, email support@sendloop.com within 30 days after the end of the month in which the Downtime occurred. Include the email address of Your account, the dates and times of the Downtime You experienced, and a description of the impact. Sendloop verifies each claim against its monitoring records. Claims received after the 30-day period are not eligible.

5. Limits

• Service credits are Your sole and exclusive remedy for any failure to meet the commitment in this SLA.
• The total credits for a calendar month cannot exceed 50% of the Monthly Fee for that month.
• Credits are applied to future invoices. They are never paid in cash or refunded, and they cannot be transferred.
• Credits are available only on paid plans, and only if Your account is in good standing: all fees due are paid and You are not in breach of the Terms.

6. Support

Support is available through Support in the application at my.sendloop.net or by email to support@sendloop.com. Support operates during business hours in US Eastern Time (ET), Monday to Friday, excluding US federal holidays. Business hours and business days in this SLA are measured in US Eastern Time.

6.1 Target First-Response Times

Sendloop aims to send a first response within the times below. These are targets, not guarantees, and missing them does not give rise to service credits.

7. Deliverability Is Not Covered

This SLA covers the availability of the Service. It does not cover delivery to the inbox. Whether a message reaches a recipient’s inbox depends on the recipient’s mailbox provider or SMS carrier, which Sendloop does not control.

8. Changes to This SLA

Sendloop may change this SLA by posting an updated version on the Website. If a change reduces Your service credits or Sendloop’s commitments, Sendloop will give at least 30 days’ notice before it takes effect.

9. Relation to the Terms

This SLA is part of the Terms and one of the Operating Policies. If this SLA conflicts with the Terms, the Terms prevail, except for the service credits, which are governed by this SLA.

Email: legal@sendloop.com