{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "mailgun",
    "name": "Mailgun",
    "vendor": "Mailgun",
    "website": "https://www.mailgun.com",
    "category": "communication-and-collaboration",
    "category_name": "Communication & Collaboration",
    "tags": [],
    "sla_url": "https://www.mailgun.com/legal/sla/",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.99,
    "max_credit_percent": 50,
    "max_credit": {
      "kind": "capped",
      "label": "50%",
      "value": 50,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": null,
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "per_incident",
      "remedy": "credit",
      "max_credit_percent": 50,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "end_of_downtime",
      "business_days": false,
      "method": "Support ticket in Control Panel",
      "url": null,
      "required_evidence": [
        "Customer must show that its use of the Services was adversely affected"
      ],
      "review_days": null,
      "credit_application": "Credit applied to account"
    },
    "exclusions": [
      "Maintenance",
      "Denial of service attacks",
      "Virus activity",
      "Hacking attempts",
      "Any other circumstances not within Mailgun's control",
      "Breaches of Terms of Service or Acceptable Use Policy"
    ],
    "support": {
      "tiers": [
        "Free",
        "Basic",
        "Foundation",
        "Scale",
        "Enterprise"
      ],
      "has_24x7": true,
      "fastest_response": "15 min (Sev1, Enterprise SLA)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": false,
      "professional_services": true,
      "success_program": false,
      "training": false,
      "pricing": "included",
      "source_url": "https://www.mailgun.com/pricing/",
      "note": "Scale adds phone/chat; Enterprise adds a TAM and managed deliverability consulting. 24/7/365 phone/chat/ticket; email is excluded from the response-time SLA. Dedicated TAM at Enterprise/Optimize. 24/7/365 phone/chat/ticket; email is excluded from the response-time SLA. Dedicated TAM at Enterprise/Optimize."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "api",
        "name": "Mailgun API",
        "category": "email",
        "description": "API service listed on the status page",
        "sla_url": "https://www.mailgun.com/legal/sla/",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "smtp",
        "name": "Mailgun SMTP",
        "category": "email",
        "description": "SMTP service listed on the status page",
        "sla_url": "https://www.mailgun.com/legal/sla/",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "outbound",
        "name": "Mailgun Outbound Delivery",
        "category": "email",
        "description": "Outbound Delivery service listed on the status page",
        "sla_url": "https://www.mailgun.com/legal/sla/",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Mailgun is a Communication & Collaboration provider. See the official SLA at [https://www.mailgun.com/legal/sla/](https://www.mailgun.com/legal/sla/).\n\n<!-- Add human-readable notes about Mailgun's SLA nuances here. -->"
  }
}