Service Level Agreement (SLA)

1        Terms of service

A Service Contract can be agreed upon and formalised in writing between both parties in advance of undertaking any project. Service packages outlined within the Service Contract are to be paid monthly in advance.

The minimum contract term for all service packages is 3 months.

Additional work outside of the Service Contract will be charged at an agreed hourly rate, invoiced separately.

2        Security and compliance

  • Data protection

MailNinja Limited complies with the Data Protection Act 1998, and is registered with The Information Commissioner’s Office (ICO).

  • Non-disclosure agreements

MailNinja Limited is happy to work within strict Non-disclosure agreements.

3        Support help desk

  • Availability

MailNinja Limited provides support services for our customers from our UK based head offices. Support will be available during our standard office working hours (9:00am to 5:00pm).

  • Procedures

You will be assigned a Dedicated Account Manager that will oversee and manage your service and support queries. To reach your Dedicated Account Manager you can do so over the phone directly at our offices, or by direct email.

If for some reason you are unable to reach your Dedicated Account Manager due to sickness, holiday or unforeseen circumstances you can contact the main office whereby a team member will act on their behalf to resolve your queries.

Where a concern is deemed to be the responsibility of the customer to resolve, MailNinja Limited will contact the pre- designated representative of the customer to discuss the problem in detail.

  • Reaction times

MailNinja Limited will acknowledge and log all queries within a set timescale depending on the Resolution Level assigned and agreed by both parties.

  • Resolution levels

If problems are not rectified immediately, the customer will be issued with an estimated “Resolution level” number. Resolution level numbers relate to the responsibility for problem resolution, the severity of the problem and the amount of time in which  the problem should be resolved.

Resolution levelEstimated reaction timeEstimated resolution timeExplanation
One8 working hoursImmediate – if ableService level enquiry (general questions related to services)
Two4 working hours8 working hoursService levels are not acceptable (quality of service)
ThreeImmediate investigation24 hoursService levels are not met (delivery of service)


MailNinja Limited will agree with the customer directly when it is believed that the problem has been resolved.

4        Customer duties

  • Roles

Roles from both sides will be formally agreed in advance. MailNinja Limited will require a single point of contact to liaise with to discuss Service Contract matters.

  • Responsibilities

MailNinja Limited require all information to be delivered within the timeframes agreed in the Services Contract (where one is agreed) in order to provide a timely service.

5        Performance monitoring

Campaign monitoring will be conducted and fed back to the customer at regular intervals as agreed as part of the Service Contract.

Advanced or specific monitoring, analysis and reporting is available on request, but may be incur an administration charge over and above the normal Service Contract charges.