Communications API
Mailgun SLA credit guide
What Mailgun owes you when it misses its uptime commitment — the credit tiers, the filing deadline, how to file, and a calculator to estimate your credit.
What SLA credit are you owed when Mailgun is down?
When Mailgun (API, SMTP and Outbound Delivery) misses its 99.99% monthly uptime commitment, you're owed an SLA service credit against a future invoice, within 30 days of incident resolution. Mailgun's credit is set by its SLA formula / your agreement rather than a fixed tier table — verify the exact clause before filing.
Uptime commitment
99.99%
Filing window
30 days
counted from incident resolution
Services with SLA data
1
Credit calculator
This vendor’s credits are governed by your contract (MSA/order form) rather than a published tier table, so an exact percentage can’t be auto-calculated. Ontracko still assembles the incident evidence and claim text — connect the vendor to generate a filable kit.
Credit tiers by service
Credits for Mailgun (API, SMTP and Outbound Delivery) are governed by your contract (MSA/order form), not a published tier table. 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.
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 complete claim package (evidence + credit math + claim text). 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.