Service Level Agreement

Last updated: April 29, 2026

This Service Level Agreement (“SLA”) outlines the minimum guarantees offered to subscribers (“Customers”) of PostGrid Address Verification API and PostGrid Print & Mail API, setting out service availability commitments, print-production timelines, exclusions, and remedies for if these commitments are not met.

This SLA applies separately to each account and service and is subject to the terms of the Underlying Agreement between Customer and PostGrid. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Definitions.

1. Definitions

“API Fees” means the recurring subscription fees paid by Customer specifically for access to and use of the applicable API Services covered by this SLA, as set out in the applicable Order Form or online plan. For clarity, API Fees do not include: (a) per-piece mailing charges; (b) postage or carrier fees; (c) print production fees; (d) implementation, onboarding, or professional services fees; (e) add-on features or modules not directly related to API access; or (f) any taxes, surcharges, or third-party pass-through costs.

“API Services” means the PostGrid-hosted APIs and dashboards covered by this SLA, including the Address Verification API, International Address Verification API, Print & Mail API, and associated dashboards.

“Business Day” means Monday through Friday, excluding statutory holidays observed in the United States and Canada.

“Business Hours” means 9:00 a.m. to 6:00 p.m. Eastern Time on a Business Day.

“Downtime” means the total number of minutes during which the applicable API or Dashboard returns server-side 5xx errors for valid requests and is therefore unavailable to Customer. Downtime does not include Excluded Downtime.

“Excluded Downtime” means any unavailability, interruption, or degradation caused by:

1. Scheduled Maintenance;
2. emergency maintenance;
3. Force Majeure events;
4. denial-of-service attacks, abusive traffic, or excessive usage;
5. outages, latency, or failures caused by third-party providers (including postal carriers, print vendors, cloud service providers, or upstream data sources);
6. Customer’s or its users’ equipment, software, networks, integrations, or misconfigurations;
7. invalid or improperly formatted input provided by Customer;
8. Customer’s failure to adhere to rate limits or technical requirements; or
9. any suspension or termination permitted under the MSA.

“Monthly Uptime Percentage” means the percentage of total minutes in a calendar month during which the applicable API or Dashboard is available and not experiencing Downtime.

“Scheduled Maintenance” means planned maintenance performed with reasonable notice and generally outside peak usage periods.

2. Availability Commitments

2.1 API Uptime Commitment

PostGrid will make the Address Verification API, International Address Verification API, and Print & Mail API available with a Monthly Uptime Percentage of at least 99.9%.

2.2 Dashboard Uptime Commitment

PostGrid will make the Address Verification Dashboard and Print & Mail Dashboard available with a Monthly Uptime Percentage of at least 99.9%.

3. Scheduled & Emergency Maintenance

3.1 Scheduled Maintenance

PostGrid may perform Scheduled Maintenance for up to 4 hours per calendar month, which will not count as Downtime. PostGrid will provide reasonable notice via the status page or in-product notifications.

3.2 Emergency Maintenance

PostGrid may perform emergency maintenance without prior notice if required to maintain system security, stability, or performance. Emergency Maintenance is Excluded Downtime.

4. Print & Mail Production SLA

4.1 Production Timeframe

For print and mail orders submitted through the API Services:

PostGrid will process orders and coordinate the printing and tendering of mailpieces through its authorized print and mailing partners, such that mailpieces are tendered to the applicable postal carrier within two (2) Business Days, measured beginning on the first Business Day following submission, provided that:

• the order meets all formatting and technical requirements;
• address validation completes successfully;
• the order does not require custom envelopes below minimum quantities;
• the order is submitted on or before 11:59 p.m. EST.

For clarity, the two (2) Business Day production timeline begins on the next Business Day after submission. For example, an order submitted on Monday will be tendered to the applicable postal carrier by Wednesday (assuming no SLA exclusions apply).

Orders submitted on a non-Business Day are deemed submitted on the next Business Day.

4.2 Production SLA Exclusions

The Print & Mail Production SLA does not apply to:

• delays caused by postal carriers or governmental mailing authorities (including, without limitation, USPS, Canada Post, Royal Mail, Australia Post, or other national or regional carriers);
• orders requiring custom or non-standard materials, components, envelopes, inserts, or collateral that are subject to minimum production quantities which have not been satisfied;
• orders paused due to Customer review, artwork issues, address failures, or compliance checks;
• unusually high-volume orders requiring pre-scheduled production slots.

5. Status

PostGrid provides real-time availability updates at: https://status.postgrid.com.au/ 

6. Incident Management (Operational Targets)

The following incident response timelines are operational targets only and do not constitute service level commitments eligible for Service Credits:

6.1 Severity-1 Outages (Full API Unavailability)

For confirmed Severity-1 incidents involving complete unavailability of the applicable API Services:

• Initial acknowledgement target: within one (1) hour during Business Hours.
• Status update target: at least every sixty (60) minutes during active remediation.
• Post-incident summary target: within five (5) Business Days following resolution.

All status updates and post-incident summaries described above will be published on PostGrid’s public status webpage at https://status.postgrid.com.au/.

These targets apply only to incidents confirmed by PostGrid through its internal monitoring systems.

6.2 Support Response Targets (Non-SLA)

PostGrid provides technical support via email and in-product channels. The following initial response times are operational targets only and do not constitute service level commitments eligible for Service Credits:

Severity Level	Description	Initial Response Target
Critical	Service completely unavailable	2 Business Hours
High	Significant functionality impaired	8 Business Hours
Medium	Minor functionality affected	24 Business Hours
Low	General inquiry	48 Business Hours

Business Hours for purposes of this Section are 9:00 a.m. to 6:00 p.m. Eastern Time on a Business Day.

7. Service Credits

If PostGrid achieves a Monthly Uptime Percentage below the applicable thresholds set out in Section 7.1 during a calendar month, Customer may request a Service Credit as described below.

7.1 Credit Amounts

Monthly Uptime Percentage	Credit Amount
< 99.0%	10% of monthly API Fees
≥ 95.0% and < 98.9%	25% of monthly API Fees
< 95.0%	50% of monthly API Fees

7.2 Application of Credits

Service Credits:

• apply only to the affected API;
• are credited against future invoices (not refundable);
• are capped at 50% of the monthly subscription fees for that API;
• cannot be combined or stacked across separate incidents.

7.3 Sole and Exclusive Remedy

Service Credits issued under this SLA constitute Customer’s sole and exclusive remedy for any failure of the API Services to meet the Service Levels described in this SLA.

8. Credit Request Process

To receive a Service Credit, Customer must submit a support ticket within 30 days after the end of the month in which the failure occurred.

The request must include:

• the date and approximate time of the issue;
• a description of impact;
• log excerpts, timestamps, or request IDs showing failed calls.

PostGrid will validate claims using its internal logs and monitoring systems, which govern in case of discrepancies.

9. Exclusions

SLA commitments do not apply to:

• Excluded Downtime;
• degraded performance not resulting in unavailability;
• sandbox or test environments;
• failures caused by Customer’s usage above rate limits;
• issues caused by Customer’s changes, deployments, or integrations;
• delays attributable to postal carriers, print vendors, or external data providers.

10. Relationship to the Underlying Agreement

This SLA addresses service credits only. Termination rights remain governed by the Underlying Agreement. 

11. Changes to this SLA

PostGrid may update or modify this SLA from time to time by posting an updated version on the Legal Page. Any updates will become effective upon posting unless a later effective date is specified. Updates will not materially reduce the commitments applicable during Customer’s active Subscription Term. Customer’s continued use of the Services after the effective date of any update constitutes acceptance of the revised SLA.

Previous Agreements

Archived versions for transparency

These are prior versions of PostGrid’s agreements and policies that are no longer in effect.

Each document below includes the date range during which it governed use of the Services.

For the current versions, please refer to the active Legal Hub above.

Effective: April 1, 2024 – April 29, 2026
View Archived Version →