Communications API
Mailgun SLA credit guide
What Mailgun pays when it misses its uptime commitment — its published credit formula and cap, the filing deadline and how to file; no dollar figure is computed for it.
What SLA credit does Mailgun pay when it misses?
When Mailgun (API, SMTP and Outbound Delivery) misses its 99.99% monthly uptime commitment, Mailgun's published SLA pays a service credit, claimable within 30 days of incident resolution. Mailgun's credit is its published formula — a rate per unit of downtime, up to a cap — not a tier table, so this page quotes no amount; read the rate and cap below and verify the exact clause before filing.
Uptime commitment
99.99%
Filing window
30 days
counted from incident resolution
Services with SLA data
1
How the credit is computed
Mailgun (API, SMTP and Outbound Delivery) publishes its credit — it is simply not a band table, so there is no tier here for a measured uptime percentage to land in. It accrues with the length of the outage instead of stepping at an availability threshold.
The vendor’s own published rate is 5% of the monthly fee, for each thirty (30) minutes of Services unavailability in the billing period, and the first 0.01% of downtime in the period is excused before the accrual starts. Capped at 50% of the fees for that billing period, and unused credits do not carry forward.
That rate is published, not private to your order form. Ontracko measures the qualifying minutes from the incident record and assembles the claim text against them; the vendor applies its own rate to the result.
Read off Mailgun (API, SMTP and Outbound Delivery)’s published SLA: https://www.mailgun.com/legal/sla/
Credit tiers by service
Mailgun (API, SMTP and Outbound Delivery) publishes its credit — it is simply not a band table, so there is no tier here for a measured uptime percentage to land in. It accrues with the length of the outage instead of stepping at an availability threshold. ACCRUAL, NOT A TIER TABLE: the credit is 5% of the monthly fee for EACH thirty (30) minutes of Services unavailability in the billing period, after the first 0.01% of downtime is excused — so it scales with duration rather than jumping at severity thresholds. CAPPED AT 50% of the fees for that billing period, and unused credits DO NOT carry forward. WINDOW RUNS FROM THE INCIDENT, not from month-end: 30 days following the end of the downtime. AN EXTRA ELIGIBILITY BAR most SLAs do not have — the customer must SHOW that its own use of the Services was adversely affected by the downtime; demonstrating that Mailgun was down is not by itself sufficient. SCOPE: covers the API, SMTP and Outbound Delivery services listed on the status page, and expressly EXCLUDES Mailgun Optimize and Mailgun Inspect. Sinch is Mailgun's corporate parent but the document is published under mailgun.com/legal and speaks as Mailgun. The page shows no version or effective date.
How to file a Mailgun SLA credit claim
Portal: Mailgun Control Panel — Support ↗
- ⏰ THE WINDOW RUNS FROM THE INCIDENT, NOT MONTH-END: the request must be made within 30 days FOLLOWING THE END OF THE DOWNTIME. Do not wait for the invoice.
- Open a support ticket inside the logged-in Mailgun Control Panel requesting the service credit, and paste the claim text from section 8.
- ⚠️ AN ELIGIBILITY BAR MOST SLAs DO NOT HAVE: you must SHOW that your own use of the Services was adversely affected by the downtime. Proving Mailgun was down is not sufficient on its own — include your own bounced/queued send volumes or delivery-failure metrics for the window.
- The credit is an ACCRUAL, not a severity tier: 5% of the monthly fee for EACH thirty (30) minutes of unavailability in the billing period, after the first 0.01% of downtime is excused. Total the qualifying 30-minute blocks rather than looking for a tier.
- Credits cannot exceed 50% of the fees for that billing period, and any unused credit does NOT carry forward to the next one.
- SCOPE: the guarantee covers the API, SMTP and Outbound Delivery services listed on the status page. Mailgun Optimize offerings and Mailgun Inspect email preview clients are expressly excluded — confirm the affected product is in scope before filing.
Evidence you’ll need
- •Dates and times of the unavailability
- •Evidence that your own use of the Services was adversely affected by the downtime
Common exclusions
- •Mailgun Optimize offerings
- •Mailgun Inspect email preview clients
- •Planned or scheduled maintenance
- •Breach of the Terms of Service or Acceptable Use Policy
- •Denial-of-service attacks, viruses and hacking
- •Circumstances not within Mailgun's control
Frequently asked
What is Mailgun's SLA uptime commitment?
Mailgun (API, SMTP and Outbound Delivery) carries a 99.99% monthly uptime commitment.
Does Mailgun pay an SLA service credit?
Yes, and its rate is published. Mailgun (API, SMTP and Outbound Delivery) publishes its credit — it is simply not a band table, so there is no tier here for a measured uptime percentage to land in. It accrues with the length of the outage instead of stepping at an availability threshold. The vendor’s own published rate is 5% of the monthly fee, for each thirty (30) minutes of Services unavailability in the billing period, and the first 0.01% of downtime in the period is excused before the accrual starts. Capped at 50% of the fees for that billing period, and unused credits do not carry forward. That rate is published, not private to your order form. Ontracko measures the qualifying minutes from the incident record and assembles the claim text against them; the vendor applies its own rate to the result.
What is the deadline to file a Mailgun SLA credit claim?
Claims are generally due within 30 days of incident resolution (verify the exact clause in Mailgun's SLA before filing).
Does Ontracko file Mailgun SLA credit claims for me?
Ontracko monitors Mailgun for free, detects SLA breaches automatically, and assembles the claim package: the incident evidence, the qualifying downtime minutes and the claim text. Mailgun's credit accrues at a published rate with the length of the outage, not through a tier table. That rate is published, not private to your order form. Ontracko measures the qualifying minutes from the incident record and assembles the claim text against them; the vendor applies its own rate to the result. Ontracko quotes no dollar figure. You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect Mailgun and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.