Service terms
Service Level Agreement
A concise summary of Folderly Email Generator availability, response targets, maintenance handling, and support contacts.
Effective date: July 1, 2025. Last updated: July 1, 2025.
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support@folderly.ai
9 AM - 6 PM EST, Monday-Friday
Critical incidents are handled outside business hours.
99.9%
monthly production availability target
72h
planned maintenance notice
15m
critical incident response target
Availability
Folderly Email Generator targets 99.9% monthly availability for the production application and 99.5% monthly availability for API services.
Maintenance
Planned maintenance is scheduled outside peak usage where practical. Emergency maintenance may happen faster when needed to protect reliability or data.
Support
Response targets by priority.
| Priority | Definition | Initial response | Resolution target |
|---|---|---|---|
| Critical | Complete service outage or data loss | 15 minutes | 4 hours |
| High | Major feature unavailable or significant degradation | 1 hour | 8 hours |
| Medium | Minor feature issue with a workaround | 4 hours | 24 hours |
| Low | General questions or feature requests | 24 hours | 72 hours |
Response targets apply during business hours unless the incident is critical.
Credits
Service credit schedule.
| Monthly uptime | Service credit |
|---|---|
| 99.9% - 99.0% | 10% of monthly fee |
| 99.0% - 98.0% | 25% of monthly fee |
| 98.0% - 95.0% | 50% of monthly fee |
| Below 95.0% | 100% of monthly fee |
API
Public API rate limits.
| Plan | Requests per minute | Requests per day | Concurrent requests |
|---|---|---|---|
| Free | 10/min | 100/day | 1 |
| Starter | 60/min | 5,000/day | 5 |
| Professional | 300/min | 25,000/day | 20 |
| Enterprise | Custom | Custom | Custom |
Important notes
Scheduled maintenance is announced 72 hours in advance when practical.
Third-party outages, customer misconfiguration, and force majeure events are excluded.
Service credits must be requested within 30 days of the relevant incident.
A signed order form or master agreement controls if it differs from this public summary.