Service level

SympaLists undertake the following service level commitments:

  1. SympaLists hosts mailing-lists (using the current stable release of Sympa) on up-to-date servers and ensures those mailing-lists' emails are delivered in a timely manner.
  2. SympaLists assists customers and list administrators (free of charge) via email and telephone. Support by email is available 24 hours-a-day, 7 days-a-week with a response-time under 4 hours. Telephone support is available during business hours (Sydney, Australia), Monday to Friday.
  3. We monitor our servers closely and aim for 99.95% uptime or better however, machines and software can fail. In the event of any failure, we'll resolve it as fast as possible.
  4. Servers require periodic maintenance -- typically once a month -- and there can be interruptions (usually only for a few minutes) as services are restarted. Notices of scheduled maintenance are posted in advance on our website.
  5. Mailing-lists are backed up off-site once every 24 hours. Backed up are: configuration files; message archives; subscribers; and payment invoices. We keep 7 days worth of backups for each list. Backups cease once a list is closed.
  6. You can request from us, at anytime, an export of your list's (i) configuration file, (ii) message archives, (iii) subscribers, and (iv) your payment receipts.
  7. You can close your list at any time for any reason (and be removed from our system). No questions asked -- but we're always happy to be told if we can improve anything.