Deliverability SLA

Last updated 19 August 2026. It is written for a Guaranteed Placement subscription tier that Infrabox does not currently sell. What is on the pricing page today is the mailbox and the domain, with no placement guarantee attached to either — so read this as the shape of that tier, not as a commitment that applies to a mailbox you buy now.

A value shown as pending is a figure fixed in your subscription rather than published here. Infrabox would rather show you the shape of the blank than print a threshold nobody has agreed to.

1. Eligibility and scope

1. This SLA applies only to mailboxes on a Guaranteed Placement subscription tier. Mailboxes on other tiers receive monitoring, but no placement guarantee.
2. It covers inbox placement rate as measured by Infrabox’s seeded placement testing described in section 3. It does not cover open rates, reply rates, click rates or any business outcome. Nobody can guarantee those, and an SLA that implied otherwise would be worthless.
3. Guaranteed thresholds are set per mailbox type and measured as a monthly average across your eligible mailboxes.

2. Conditions — sender hygiene requirements

The guarantee in section 1 applies during a calendar month only if, for that month, you maintain across the covered mailboxes:

1. a spam complaint rate below threshold pending, as measured by available feedback loops and provider postmaster tools;
2. a hard bounce rate below threshold pending of delivered volume;
3. intact authentication — the SPF, DKIM and DMARC records as provisioned by Infrabox, unmodified and passing;
4. daily sending within the published per-mailbox limits for the mailbox type, and ramp-up within Infrabox’s published warmup schedule;
5. list hygiene — all recipient lists passed through the required pre-flight verification, or a verification provider approved in writing, within window pending before sending;
6. no unresolved violation of the Acceptable Use Policy.

If any condition is not met in a given month, the guarantee is suspended for that month for the affected mailboxes. Infrabox notifies you through the dashboard when a condition is breached, rather than quietly logging it and declining a claim later.

3. Measurement

1. Placement is measured by automated seeded inbox-placement tests against a representative seed panel (Gmail, Outlook and Microsoft 365, Yahoo), run at least frequency pending per domain group.
2. The monthly inbox placement rate is the volume-weighted average of seeded test results for your covered mailboxes in that calendar month.
3. Measurement data is shown in your dashboard and is the sole basis for SLA determinations. There is no second, private number.

4. Remedy — service credits

If in a calendar month the measured placement rate for covered mailboxes falls below the guaranteed threshold and every section 2 condition was met, you are entitled to a service credit, scaled to the size of the shortfall.

• Total service credits in any month are capped at cap pending of your total monthly invoice.
• Credits are applied to future invoices, are non-transferable, and are not redeemable for cash except where the law requires it.
• Credits are the sole and exclusive remedy for a placement shortfall.
• Claims must be submitted within window pending of the end of the affected month; Infrabox responds within window pending.

5. Exclusions

No credit is owed where the shortfall arises, in whole or in material part, from:

1. Platform action — suspension, throttling, policy change or other action by Google, Microsoft, Yahoo or another mailbox provider, not caused by Infrabox’s breach. This includes industry-wide enforcement waves and changes to sending limits, which happen and are not negotiable by anyone.
2. Customer-caused damage — content, lists, volumes or sending patterns you chose, including the persisting effects of a section 2 breach in an earlier month.
3. Third-party blocklists triggered by your content or your recipient lists, including blocklisting of your landing-page or tracking domains.
4. Force majeure, internet-infrastructure failures, or DNS changes made by you or your registrar.
5. Beta, trial, free or otherwise unpaid mailboxes.

6. Replacement commitment

Independent of placement credits: a provisioned mailbox or domain that becomes non-functional — suspended, blocklisted through a provisioning fault, or DNS-broken through Infrabox’s fault — is replaced at no charge within window pending of detection or report. Replacement is the sole remedy for non-functional units on non-guaranteed tiers.

7. Changes to this SLA

Infrabox may revise thresholds and terms on notice period pending notice, and revisions apply prospectively. If a revision materially reduces the guarantee, you may terminate the affected subscription without penalty within the notice period.