Service Level Commitments (SLAs)

Reviewed: 29 January 2026

At a glance

  • Platform availability: 99.9% monthly uptime target for customer login, mailbox view and download.
  • Mail digitisation: items received by the mailroom are typically opened & scanned within 1 business day (Mon–Fri), subject to your account workflow/settings.
  • Shipping cut‑off: same‑day dispatch target for approved forwarding requests received by 14:00 (UK time) on business days.
  • Support: ticket first response within 4 business hours for P1, 1 business day for P2, 2 business days for P3.
  • Incident comms: acknowledge P1 incidents within 60 minutes and provide updates hourly until recovery.

These SLAs describe targets and service credits (where eligible). They do not override legal rights or contractual terms. Certain services may have bespoke, contracted SLAs.

Scope & definitions

Services in scope

  • Platform: authentication, dashboard, mailbox view/download, notifications.
  • Mail handling: receipt, opening, scanning/OCR, metadata, and secure storage of digital images.
  • Forwarding & shipping: pick/pack, carrier hand‑off and tracking updates.
  • Support: ticketing/email, selected live channels during business hours.
  • Status & comms: status page updates and incident communications.

Priority levels (for incidents & tickets)

  • P1 – Critical: platform unavailable or severe degradation; mail intake blocked; data loss risk; security incident impacting availability or integrity.
  • P2 – High: major feature impaired with significant user impact; delays to scanning or forwarding beyond stated targets.
  • P3 – Standard: non‑urgent defects; single‑user issues with workaround; general queries/requests. P4 – Minor: how‑to requests, cosmetic issues, feature suggestions.
  • P4 – Minor: how‑to requests, cosmetic issues, feature suggestions.

Platform availability & maintenance

Availability target

  • 99.9% monthly uptime for login, mailbox view and document download. Unavailability is measured as the time during which customers cannot log in or access their mailbox, excluding scheduled maintenance and permitted exclusions.
  • Measurement excludes Scheduled Maintenance windows and Permitted Exclusions (§2.3).

Scheduled maintenance

  • Standard window: Sundays 00:00–04:00 UK time (used only when necessary).
  • We give at least 24 hours’ notice for planned maintenance expected to cause customer‑visible impact. Emergency maintenance required for security or stability may be performed outside the standard window with as much notice as circumstances permit.

Permitted exclusions

  • Factors outside our reasonable control (force majeure), carrier/network outages, DDoS or abuse beyond our mitigations, third‑party provider outages, or your actions/breaches of policy (e.g., AUP violations).
  • Beta features or non‑GA services.

Status page & updates

  • Major incidents are posted on our status page and/or in‑app banner. P1 updates at least hourly; P2 updates every 2 hours until resolution. Post‑incident reviews for material P1 incidents are published within 5 business days of resolution.

Mail handling (open & scan)

  • Receipt registration: inbound items are logged in our system same business day when received during mailroom hours.
  • Opening & scanning: letters/flats are opened and scanned within 1 business day of registration, in line with your account settings/workflow (see Mail Inspection Policy). During peak periods (e.g. post-holiday), processing times may extend to 2 business days; we will communicate via status page if this occurs.
  • Exceptions: oversized/fragile/complex items, restricted goods checks, manual holds (e.g., suspected fraud/AML), or volumes exceeding normal operational capacity. We will notify you via ticket/status where delays are material.
  • Originals handling: storage/return per your instructions and Data Retention & Deletion Policy.

Forwarding & shipping

  • Cut‑off: requests received and approved by 14:00 UK time on business days target same‑day dispatch. Later requests ship next business day.
  • Carriers & terms: shipments are normally sent on DAP/DDU terms (Delivered at Place/Delivered Duty Unpaid); duties and taxes are payable by the recipient. Insurance is as offered/selected by the carrier and may exclude certain items (see Delivery & Shipping Policy).
  • Tracking: tracking details are provided where the service supports it, typically within 2 hours of carrier hand‑off.
  • Restricted items: subject to our Restricted Goods Policy and carrier rules; non‑compliant items may be delayed or refused.

Support responsiveness

Hours

  • Business hours: Monday–Friday 09:00–16:00 UK time (excluding UK public holidays). Out‑of‑hours coverage is best‑efforts for P1 incidents. Extended hours support may be available for enterprise customers under separate agreement.

Targets

Priority First response Update cadence Target resolution*
P1 Critical ≤ 60 minutes during business hours; ≤ 4 hours outside business hours (best efforts) Hourly Work continuously until service restored
P2 High ≤ 1 business day Every business day 3 business days
P3 Standard ≤ 2 business days Weekly Next planned release or workaround
P4 Minor ≤ 3 business days As agreed Backlog/roadmap

*Resolution targets are goals, not guarantees; complex defects, vendor dependencies or regulatory holds may extend timelines. Security incidents follow the Incident Response & Breach Notification Policy.

Security & incident communications

  • Security incidents: we acknowledge P1 security incidents within 60 minutes during business hours and as soon as practicable out of hours.
  • As controller, we assess breach risk and notify the ICO within 72 hours where required and affected individuals where risk is high. As processor, we notify customers without undue delay per the DPA.
  • We provide a post‑incident report for material incidents within 10 business days of resolution. For incidents affecting your data, we will provide a customer-specific impact assessment upon request.

Data protection & restorations

  • Backups: daily backups with point‑in‑time recovery on core data stores.
  • Restore targets: initiate restoration within 4 hours of a qualifying incident; aim to meet service RTO/RPO targets (e.g., login & mailbox view RTO 4h / RPO 15m).
  • Data exports: upon request and subject to authentication, we will provide standard data exports within 5 business days (or as contractually agreed). Standard exports are provided in commonly accessible formats (e.g., CSV, PDF, ZIP archive of images); custom formats may be available by agreement.

Customer responsibilities

  • Maintain accurate contact and forwarding details; keep payment methods current.
  • Configure mailbox workflow/scan preferences; approve forwarding requests in time for the 14:00 UK cut‑off.
  • Use MFA, keep credentials secure, and comply with our AUP, Terms of Use and Terms & Conditions.
  • Ensure items you request us to handle comply with Restricted Goods and carrier rules.

Service credits (business plans)

Applies to eligible business plans only; consumer plans are excluded unless expressly stated in your order form.

Availability credit

  • If monthly platform availability falls below 99.9% (excluding §2.3), you may request a service credit equal to:
    • 5% of the monthly subscription for 99.0%–99.899%,
    • 10% for 98.0%–98.999%,
    • 25% for < 98.0%.
  • Credits are capped at 25% of the monthly subscription for the affected month. To claim a service credit, email support@ukpostbox.com with your account details and the affected dates within 30 days of month end. Credits are applied to your next invoice; no cash refunds.

Exclusions & limitations

  • SLAs do not apply where delays result from: your actions/omissions (e.g., unpaid fees, missing KYC), Restricted Goods checks, customs holds, carrier failures, force majeure, third‑party outages, or scheduled maintenance within window.
  • We are not responsible for carrier transit times, customs processing, or insurance coverage decisions.
  • SLAs are targets, not guarantees, and do not constitute liquidated damages beyond the service credits described. SLAs assume reasonable customer cooperation, including timely responses to verification requests, approval of forwarding instructions, and maintenance of accurate account details. If you believe an SLA has not been met and your service credit request has been declined, you may escalate to compliance@ukpostbox.com for review.

Changes & versioning

We may update these SLAs (e.g., to reflect operational improvements) and will post the revised version with a new Reviewed date. Material changes for business plans will be notified via email or in‑app notice at least 30 days prior to effect, unless required sooner for security or legal reasons. Changes to SLAs do not affect bespoke SLAs agreed in existing enterprise contracts until renewal, unless the change is more favourable to the customer. Upon request, we can provide monthly SLA performance reports for enterprise customers under NDA.

UK Postbox Limited

13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, Dorset, BH16 6FH, United Kingdom


Support: support@ukpostbox.com

Security: security@ukpostbox.com

Legal notices: legal@ukpostbox.com

Data protection: dpo@ukpostbox.com

Complaints: complaints@ukpostbox.com

Accessibility: accessibility@ukpostbox.com

Website: www.ukpostbox.com


Registered in England and Wales Company Number: 06723381

MLR registration no: XLML00000192390

ICO registration no: ZA038907