Email Setup and Support SLA

1. Scope

This Email Setup and Support Service Level Agreement describes the service targets, support process, responsibilities, limitations, and exclusions for email setup and email-related support services provided by Sivaiah Technologies Inc.

This SLA applies only where email setup, email configuration, email migration, email support, mailbox setup, domain email setup, DNS email configuration, or related email services are included in a signed agreement, Statement of Work, order form, subscription plan, or written service schedule.

This SLA forms part of the applicable agreement between the client and Sivaiah Technologies Inc.

2. Services Covered

Depending on the applicable Statement of Work, order form, service plan, or written service schedule, email setup and support services may include:

• email platform setup assistance;
• mailbox setup assistance;
• domain email configuration;
• DNS email record configuration;
• MX record configuration;
• SPF, DKIM, or DMARC configuration;
• basic email account setup guidance;
• basic mailbox troubleshooting;
• email client configuration assistance;
• migration assistance from an existing email provider;
• basic deliverability troubleshooting;
• communication with third-party email, domain, DNS, hosting, or platform providers, where applicable.

Only the services expressly included in the applicable Statement of Work, order form, subscription plan, or written service schedule are included.

3. Services Not Covered Unless Stated

Unless expressly included in a written agreement or Statement of Work, this SLA does not include:

• full email administration;
• ongoing mailbox management;
• email migration;
• large-scale mailbox migration;
• email archive migration;
• backup or export of historical emails;
• recovery of deleted emails;
• password management after initial setup;
• user training;
• employee onboarding or offboarding;
• advanced security monitoring;
• phishing investigation;
• forensic review;
• blacklist removal;
• reputation repair;
• marketing email campaign management;
• newsletter setup;
• CRM email automation;
• custom SMTP development;
• custom API integrations;
• compliance audits;
• legal review of email practices;
• guaranteed inbox placement or deliverability.

Additional work may be billed separately.

4. Third-Party Email Providers

Sivaiah Technologies Inc. may provide email setup or support services using third-party email platforms, domain registrars, DNS providers, hosting providers, security providers, authentication tools, mail servers, SMTP services, or related technology vendors.

Sivaiah Technologies Inc. is not required to list every third-party provider in this SLA.

Where third-party providers are used, service availability, performance, pricing, account restrictions, message delivery, storage, security, support, outages, limitations, and technical requirements may depend on those providers.

Sivaiah Technologies Inc. is not responsible for third-party provider outages, delays, restrictions, price changes, rejected messages, spam filtering, blacklisting, account suspension, service limitations, data loss, security incidents, or platform changes outside Sivaiah Technologies Inc.’s reasonable control.

5. Client Account Ownership

Unless expressly agreed otherwise in writing, clients should own and maintain control of their email accounts, domain names, DNS accounts, administrator accounts, billing accounts, and primary business accounts.

Sivaiah Technologies Inc. may be added as a technical administrator, developer, manager, or authorized user for the purpose of providing services.

If the client requests that Sivaiah Technologies Inc. register, purchase, configure, or manage email accounts, domains, DNS, hosting, or third-party accounts on the client’s behalf, ownership, access, renewal, transfer, handover, and support rights will depend on the applicable Statement of Work, invoices, provider rules, and payment of all outstanding amounts.

6. Client Authorization and Access

The client must provide timely authorization, access, credentials, administrator permissions, DNS access, domain access, email provider access, or other information required for Sivaiah Technologies Inc. to perform the requested services.

Sivaiah Technologies Inc. is not responsible for delays, failed configuration, downtime, rejected records, delivery issues, migration issues, or setup problems caused by missing access, incorrect credentials, insufficient permissions, incomplete information, third-party restrictions, or delayed client approval.

Clients should not share passwords insecurely. Where practical, clients should grant delegated access, temporary access, administrator access, or role-based permissions instead of sharing personal passwords.

7. DNS Email Configuration

Where included in the applicable Statement of Work or service plan, Sivaiah Technologies Inc. may assist with email-related DNS configuration, including MX, SPF, DKIM, DMARC, CNAME, TXT, or other records.

DNS configuration may be affected by domain registrar systems, DNS propagation, third-party provider requirements, existing records, conflicting records, client changes, provider changes, or technical limitations.

Sivaiah Technologies Inc. does not guarantee immediate DNS propagation, uninterrupted email delivery during DNS changes, or compatibility with all domain, DNS, hosting, or email providers.

8. Email Migration

Email migration is included only if expressly stated in the applicable Statement of Work, order form, service plan, or written agreement.

Migration availability depends on the source provider, destination provider, mailbox size, account access, data format, provider limitations, migration tools, storage limits, authentication requirements, and technical compatibility.

Unless expressly agreed in writing, email migration does not guarantee migration of every email, folder, label, calendar item, contact, archive, attachment, rule, signature, shared mailbox, distribution list, group, permission, or setting.

Migration work may be billed separately.

9. Migration Risks

Email migration may involve risk of delay, incomplete migration, duplicate emails, missing folders, changed labels, lost metadata, temporary downtime, authentication issues, storage limits, corrupted data, failed imports, or provider restrictions.

Clients are responsible for reviewing migrated accounts and promptly reporting any issues.

Sivaiah Technologies Inc. is not responsible for unavailable or unrecoverable data from third-party providers, deleted source data, insufficient permissions, provider restrictions, expired accounts, unpaid accounts, or missing backups.

10. Passwords and Account Security

Sivaiah Technologies Inc. may assist with initial setup, password reset guidance, or account access configuration where included in the applicable Statement of Work or service plan.

Unless expressly agreed in writing, clients are responsible for:

• maintaining secure passwords;
• resetting passwords after setup where appropriate;
• enabling multi-factor authentication where available;
• limiting administrator access;
• removing access for former employees, contractors, or unauthorized users;
• protecting recovery emails, phone numbers, and backup codes;
• promptly reporting suspected unauthorized access or compromise.

Sivaiah Technologies Inc. is not responsible for account compromise caused by weak passwords, shared credentials, phishing, client device compromise, unauthorized users, or failure to use reasonable security practices.

11. Ongoing Mailbox Support

Ongoing mailbox support is included only if expressly stated in the applicable Statement of Work, service plan, subscription, or written agreement.

Where included, ongoing mailbox support may include basic assistance with:

• adding or removing users;
• basic mailbox setup;
• email client configuration;
• password reset guidance;
• DNS email record troubleshooting;
• basic sending or receiving issues;
• basic spam or deliverability troubleshooting;
• account access questions.

Ongoing support does not include advanced administration, legal compliance review, security investigation, forensic review, marketing campaign support, or third-party provider support beyond Sivaiah Technologies Inc.’s reasonable assistance unless expressly included.

12. Deliverability

Sivaiah Technologies Inc. may provide basic deliverability troubleshooting where included in the applicable Statement of Work or service plan.

Deliverability troubleshooting may include reviewing DNS email records, sender authentication settings, obvious configuration errors, bounce messages, or basic provider guidance.

Sivaiah Technologies Inc. does not guarantee:

• inbox placement;
• avoidance of spam or junk folders;
• successful delivery of every email;
• removal from blacklists;
• sender reputation;
• recipient server acceptance;
• open rates;
• click rates;
• campaign performance;
• uninterrupted email sending or receiving.

Email deliverability depends on many factors outside Sivaiah Technologies Inc.’s control, including recipient systems, sender reputation, content, volume, authentication, provider rules, spam filters, blacklists, user behaviour, domain history, and third-party policies.

13. Bulk Email and Marketing Messages

Clients may not use email systems configured, managed, or supported by Sivaiah Technologies Inc. for bulk email, newsletter sending, automated marketing, cold outreach, promotional campaigns, or mass messaging unless this use is approved in writing and included in the applicable Statement of Work or service plan.

Where approved, bulk email or marketing messages should be sent through appropriate marketing, newsletter, CRM, or transactional email tools rather than normal business mailboxes, unless Sivaiah Technologies Inc. approves otherwise.

Clients are responsible for ensuring that all commercial electronic messages comply with applicable laws, including consent, sender identification, unsubscribe, privacy, and anti-spam requirements.

Sivaiah Technologies Inc. may suspend, restrict, or refuse support for email activity that appears to involve spam, phishing, deceptive messaging, unlawful marketing, abuse, excessive volume, or violation of provider rules.

14. Support Hours

Unless a different support schedule is stated in a written agreement, service plan, or Statement of Work, standard support is available during Sivaiah Technologies Inc.’s regular business hours:

Monday to Friday, excluding Ontario public holidays.

Support requests received outside regular business hours will usually be reviewed on the next business day.

After-hours, weekend, holiday, urgent, or emergency support is not included unless expressly included in the applicable plan or approved separately by Sivaiah Technologies Inc.

Emergency support may be billed separately.

15. Support Request Process

Clients should submit email setup and support requests by email or through another approved support channel provided by Sivaiah Technologies Inc.

Support requests should include:

• client name;
• business name;
• domain name;
• email provider or platform, if known;
• affected email address or mailbox;
• description of the issue;
• screenshots or error messages, if available;
• bounce-back messages or headers, if available;
• timing of the issue;
• urgency level;
• relevant account, DNS, domain, or provider details.

Incomplete support requests may delay support.

16. Severity Levels and Response Targets

Sivaiah Technologies Inc. will use commercially reasonable efforts to respond to covered support requests based on severity.

Response targets are not guaranteed resolution times.

Resolution may depend on client cooperation, third-party providers, DNS propagation, email provider support, access credentials, provider restrictions, security conditions, account standing, or other factors outside Sivaiah Technologies Inc.’s reasonable control.

17. Resolution Efforts

Sivaiah Technologies Inc. will use commercially reasonable efforts to investigate, troubleshoot, and resolve covered email setup and support issues.

Sivaiah Technologies Inc. does not guarantee that every issue can be resolved, that email will be uninterrupted, that all messages will be delivered, or that third-party email platforms will remain available.

Where a full resolution is not immediately available, Sivaiah Technologies Inc. may provide a workaround, configuration recommendation, provider escalation suggestion, DNS adjustment, account setting change, or recommendation for further paid work.

18. Backups and Data Retention

Unless expressly included in a Statement of Work or written agreement, Sivaiah Technologies Inc. does not provide independent backup, archive, retention, or recovery services for client email accounts.

Email storage, deletion, archive, retention, recovery, and export options may depend on the client’s email provider, subscription plan, settings, legal holds, retention policies, and account status.

Clients are responsible for maintaining any required backups, archives, retention policies, legal holds, exports, or compliance records for their email accounts.

19. Email Security Incidents

If an email account appears compromised, abused, misconfigured, or involved in phishing, spam, unauthorized access, malware distribution, or suspicious activity, Sivaiah Technologies Inc. may recommend or take protective action where authorized.

Protective action may include password reset guidance, DNS record changes, mailbox restriction, suspension of affected services, provider escalation, access removal, or other reasonable steps.

Security incident response, forensic investigation, breach analysis, legal notification support, blacklist removal, reputation repair, or account recovery may be billed separately unless expressly included in a written agreement.

20. Client Responsibilities

Clients are responsible for:

• owning and maintaining control of their domains, administrator accounts, billing accounts, and email provider accounts unless otherwise agreed;
• providing timely access, authorization, information, and approvals;
• paying provider fees, subscription fees, renewal fees, and invoices on time;
• maintaining secure passwords and multi-factor authentication where available;
• reviewing and approving DNS changes;
• managing mailbox users, employee access, and internal email policies unless support is included;
• complying with privacy, anti-spam, consumer protection, employment, advertising, intellectual property, and industry-specific requirements;
• ensuring commercial electronic messages are sent lawfully;
• maintaining required records, backups, archives, and retention policies;
• promptly notifying Sivaiah Technologies Inc. of suspected compromise, delivery issues, or service problems.

Delays by the client may delay setup, support, migration, DNS propagation, delivery troubleshooting, or issue resolution.

21. Service Credits

Unless a written agreement states otherwise, service credits are not provided for email downtime, interruptions, rejected messages, spam filtering, deliverability issues, provider outages, DNS delays, migration issues, support delays, security incidents, or other email-related service issues.

If a written agreement provides service credits, such credits will be the client’s sole and exclusive remedy for the applicable service-level failure.

Any service credit must be requested in writing and may be subject to verification, exclusions, third-party provider rules, and account standing.

22. Suspension

Sivaiah Technologies Inc. may suspend, restrict, or refuse email-related services if:

• the client fails to pay amounts when due;
• the service violates Sivaiah Technologies Inc.’s Acceptable Use Policy;
• the email system is used for spam, phishing, malware, fraud, abuse, deceptive messaging, or unlawful activity;
• the service creates security, legal, operational, reputational, or technical risk;
• the account appears compromised;
• required third-party services are suspended or unavailable;
• the client fails to provide required access, approvals, information, or cooperation;
• suspension is necessary to protect Sivaiah Technologies Inc., clients, users, vendors, infrastructure, or third-party providers.

For urgent security, legal, abuse, non-payment, or operational risks, suspension may occur immediately and without prior notice.

23. Termination and Handover

Upon termination or cancellation, Sivaiah Technologies Inc. may stop providing email setup, email support, DNS support, migration support, mailbox assistance, monitoring, and related services.

Email migrations, mailbox exports, account transfers, DNS changes, domain transfers, documentation, credential handover, backup preparation, archive exports, and related transition work are billed separately unless expressly included in the applicable Statement of Work or written agreement.

Sivaiah Technologies Inc. may require payment of all outstanding amounts before providing transfer, export, migration, handover, or backup services.

Clients are responsible for requesting any required exports, migrations, backups, or handover services before cancellation takes effect.

24. No Guarantee of Results

Sivaiah Technologies Inc. does not guarantee:

• uninterrupted email service;
• successful delivery of every email;
• inbox placement;
• avoidance of spam or junk folders;
• sender reputation;
• blacklist removal;
• open rates, click rates, replies, sales, leads, or campaign results;
• successful migration of all data;
• recovery of deleted or unavailable email data;
• compatibility with all email clients, devices, providers, or platforms;
• continued availability of third-party services;
• security from all threats.

25. Relationship to Other Agreements

This SLA is subject to the applicable Master Services Agreement, Statement of Work, order form, service plan, Acceptable Use Policy, Privacy Policy, Refund and Cancellation Policy, and any other written agreement between the client and Sivaiah Technologies Inc.

If there is a conflict between this SLA and a signed written agreement or Statement of Work, the signed written agreement or Statement of Work will control for that specific service.

26. Contact

For email setup and support questions, contact:

Sivaiah Technologies Inc.
Website: sivaiah.com
Email: legal@sivaiah.com

27. Changes to this SLA

Sivaiah Technologies Inc. may update this SLA from time to time. The updated version will be posted with a revised “last updated” date.

Continued use of the applicable services after an update means you accept the updated SLA, unless a separate signed agreement states otherwise.