100% guarantee
Service availability
XE2 guarantees 100% availability of the e-mail application on our "access available" platform. This means that, provided our platform hardware and network access is available, you are guaranteed e-mail service. Our platform and network together are operated on a 99.5% SLA.
Availability is defined as the ability of an e-mail user within an organisation to connect to the XE2 service and send and receive e-mail.
The following conditions are specifically excluded from the calculation of system availability:
- a problem with the end users internet connectivity resulting in their inability to connect to our service.
- any problems with accessing our service due to local configuration issues.
- scheduled maintenance – normally scheduled between 22:00 Friday and 07:00 Monday (GMT)
- critical security updates
- misuse of the service
We will provide 48 hours of notice prior to any scheduled maintenance periods for our services.
Sometimes we need to install critical security updates to protect our customers and we do this as soon as possible, depending upon the nature of the update but usually within hours. Any service interruption caused by such critical security updates is excluded from the calculation of system availability.
During scheduled maintenance, services may be unavailable but we will try and keep such disruption as infrequent as possible. This maintenance window is excluded from downtime calculations.
In the unlikely event of an outage, XE2 will calculate the availability of its services on a monthly cycle. For every hour that the service is unavailable, outsidge of the guarantee of 100%, as defined above, then XE2 will refund 1/30th of the monthly fee payable, up to a maximum of one month's fee. You will be pleased to know that we have one of the best service records in the industry. But if we do have a problem, we will try to keep you informed.
