Service Level Agreement
Registered Email services in this context includes all RPost messaging and document services currently commercially available.
- Service Availability.
RPost guarantees 99.9% availability for 24 x 7 service operation excluding planned outages. Planned outages are limit to a specific window during off-peak hours. Customers and alliance partners will be notified of planned outages in advance.
- Time to Intervene.
RPost support is available 24×7. Reported incidents will be logged by trouble ticket. All incidents will be investigated within one business day.
- Time to Restore.
Service will be restored from any unplanned outage within 6 hours.
- Time to Change.
The mean time to respond and/or implement automatic change requests is six hours. The mean time to respond and/or implement manual change requests is one business day. Completion time for such requests will be subject to the nature of the request.
- Service Installation.
RPost provides immediate access to limited services through select user interfaces including Microsoft Outlook and web service access. RPost corporate orders will be processed within 48 hours of receipt. Services will become available to customers within 48 hours of successful order processing. It is the customer’s responsibility to ensure that its anti-virus, anti-spam, and/or other email security systems do not corrupt the Registered Receipt™ emails or block their return to the sender. It is the customer’s responsibility to send a Registered Receipt™ to email@example.com to ensure that the Registered Receipt authenticates properly and is not corrupted by the senders email security systems. It is the customer’s responsibility “white list” the rpost domains in the sender’s email security systems, with a list of domains and IP addresses for white listing available upon request.
- Default Service Limits.
The RPost service permits a maximum message size of 20 Mb per Registered Email® message and up to 200 Mb per message when sending from the RMail web email user interface. The RPost service permits a maximum recipient limit of 100 recipients per Registered Email® message unless specifically pre-authorized for higher limits. A Registered Email Unit is defined as one recipient address per five megabyte message size. Register Reply messages will be active for 60 days. Registered Email messages will be active for additional Open Receipts for 30 days from the original time inducted for processing. Users can request up to 5 verifications per Registered Receipt™ email or per email with Digital Seal® protection. RPost reserves the right to charge for additional verifications if the entity requesting verification is not a fee-paying RPost customer. Authentication for Registered Receipt™ email is valid for 10 years from the original time inducted for processing unless otherwise arranged with RPost.
- Message Delivery Time.
Registered Email® messages will be processed and sent for delivery within 2 minutes of induction by the RPost service. Acknowledgement™ receipt emails will be returned within 5 minutes of message induction by the RPost service. Registered Receipt emails will be returned to the sender within the maximum time limit of 2.5 hours from the original message induction by the RPost service. The above limits are valid for 99% of deliveries.
RPost cannot be accountable for delays caused by external factors such as Internet network outages, Internet network congestion, sender or recipient mail server failures and/or incorrectly addressed messages.
- Undeliverable Mail.
In the case of undeliverable addresses on Registered Email® messages, the service will return an interim notice to the sender if such delivery failure can be determined conclusively upon the first send attempt, and the service will follow with a complete Registered Receipt™ email to the sender within 2.5 hours of sending, with the receipt indicating this in the delivery status report. The service will attempt to deliver messages to the recipients for up to two hours. After this time there is no additional responsibility to re-deliver that email. It is solely the responsibility of the sender to resend that email. The Service will charge for sent Registered Email® messages that are undeliverable.
In the case where RPost cannot deliver the Registered Receipt™ email to the sender due to problems with the sender mail system receiving email, RPost continues to attempt delivery for up to 48 hours from the initial attempt to return the Registered Receipt™ email.
- Digital Seal®
RPost makes no warranty that the RPost® Digital Seal™ mark will remain valid in all email systems of all recipients and as that email sent with a “Digital Seal” mark is forwarded. RPost makes no representation that a Registered Email® message with a Digital Seal® mark will have the Digital Seal® mark remain associated with the Registered Email® message at or after that Registered Email® message reaches its first destination. RPost makes no representation that the Service will be capable of sending all email, tagged by the End-User for Digital Seal protection, with a Digital Seal® mark. Further, RPost does NOT claim that Digital Seal techniques can prove the identity of the End-User or sender of the Registered Email® message that has Digital Seal protection.
- RPost Testimony.
In the event that the validity of a Registered Email receipt or the service is questioned in a legal proceeding, RPost will make experts available to give testimony at a cost not to exceed a rate of $350 per hour, plus reasonable travel and other expenses.
- Recourse for Breach.
If RPost is found to be in breach of this Service Level Agreement, RPost shall have liability equal to the amount paid for those Registered Email® messages damaged by such Breach.
- Registered Email Service Severity Definitions and Examples.
Severity Level 1: Total loss of a Service, e.g., no users on the network can access this service. – Registered Email Service Example: No users can access the Registered Email service to send Registered messages.
Severity Level 2: Service is degraded. Users can access the service but experience significant difficulties or delays. – Registered Email Service Example: Users can send Registered Email messages but Registered Receipt emails and Acknowledgement emails are delayed.
Severity Level 3: Services are delivered with minor delays or difficulties. Users accessing the service are not significantly impacted. – Registered Email Service Example: Users can access the Registered Email service but Registered Receipt email verifications are experiencing minor delays.
RPost provides monthly usage reports to each individual user that presents each Registered Email service Unit with detail including the time sent and masked recipient destination. RPost provides aggregate reports to corporate account administrators and alliance partners as requested.