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AppRiver Service Level Agreements

Practically all organizations have deployed messaging and view it as a primary corporate application. Because uninterrupted delivery of our customers’ email is of paramount importance, AppRiver's solution is designed to improve the manageability, security, and resilience of this mission critical corporate function, providing the following service level commitments:

Network Uptime

Network availability is key to ensuring consistent email operation. AppRiver guarantees 100% network uptime.

Resilient Email Delivery

A company's email servers can become unavailable for many reasons - both planned and unplanned. In the event a company's email servers become unreachable, AppRiver's Delivery Manager dynamically queues inbound email until the problem is resolved. Queued email is delivered at a rate consistent with the message infrastructure’s ability to accept it. Because corporate email systems are constantly being upgraded, tweaked, tuned, streamlined, or otherwise undergoing some kind of maintenance, this service is included as a standard feature – not at extra cost.

5X Virus Protection

AppRiver scans inbound email using five anti-virus engines: Norman, Eset, and AVG, as well as AppRiver's proprietary zero hour virus-malware engines. The system checks for new virus definitions every 10 minutes, 24/7. This leaves your company's IT staff free to focus their attention on other virus entry points, confident that AppRiver has already removed all known viruses from the inbound message stream.

Guaranteed Spam Filtering

AppRiver's advanced screening technology provides spam capture rates at better than 97% with falsely blocked messages occurring less that once per 100,000. More importantly, should such a "false positive" occur, our proactive Held Mail Report makes the issue known and correctable quickly and easily.

In the unlikely event that AppRiver does not achieve our stated service level commitments, service credits will be provided on an incident-by-incident basis. An AppRiver sales representative will be happy to provide you with additional information.