Service Level Agreement
What you can expect from us — in black and white. Below you can read exactly which guarantees 2Mail offers in terms of platform availability, email delivery and technical support.
Need help? Our team is ready
Something wrong or noticing an outage? Contact us directly through one of the channels below. Describe the problem as concretely as possible — with the time, the sending domain, the recipient or the SMTP error message — so our engineers can get straight to work. For critical disruptions outside office hours you are automatically connected to the on-call engineer.
Platform availability
The entire 2Mail platform — from the SMTP relay and the email API to the statistics dashboard and the campaign module — runs on our own redundant server infrastructure in Belgium. Every component is monitored around the clock by automated health checks. If the system detects an anomaly, traffic switches over to a stand-by environment immediately without you noticing a thing.
- Guaranteed availability of 99.99% on a yearly basis, excluding planned maintenance
- Automatic failover on hardware failures or network disruption
- Planned maintenance is announced by email at least 48 hours in advance
Email delivery & speed
Every email sent through 2Mail is handed to the receiving mail server within seconds, with automatic retries on temporary errors such as greylisting or throttling. If an outbound IP address drops, another address from the pool takes over immediately.
- For every email the dashboard shows the status — delivered, deferred, bounced or rejected — together with the receiving server's response
- Final inbox placement also depends on the receiving mail provider and on your own SPF, DKIM and DMARC configuration — a 100% inbox guarantee is therefore not possible
- A randomised IP pool, per-domain rate limiting and automatic retries minimise the risk of undelivered emails
Support availability
Our support team is available on all regular working days. Belgian official public holidays are excluded. Outside these hours an emergency line is active for critical platform outages.