Terms of Service and SLA Commitments

1. Scope of Service

These Terms govern subscription to and use of corporate email hosting, custom domain mailboxes, transactional SMTP relays, and related compliance modules provided under the H2E Mail brand, operated by HM&C Soluções de TI.

2. Service Level Agreement (99.9% SLA)

We commit to maintaining an availability rate of at least 99.9% in each monthly billing cycle for inbound MX delivery, outbound authenticated SMTP, IMAP access, and webmail portals.

If monthly uptime drops below 99.9% due to proven infrastructure incidents under our direct control (excluding scheduled maintenance announced in advance or external DNS registrar outages), customers are entitled to pro-rata service credits on subsequent invoices upon written request.

3. Acceptable Use Policy (Zero Tolerance Anti-Spam)

To safeguard the reputation of our network and protect inbox delivery for all domain tenants, the following activities are strictly prohibited:

• Sending unsolicited bulk email (SPAM);
• Importing scraped, purchased, or rented mailing lists;
• Identity spoofing or sender impersonation;
• Transmitting malware, ransomware, exploits, or unapproved phishing campaigns.

Violations may trigger instant transmission suspension to prevent IP blocklisting and protect network integrity.

4. Billing, Renewals, and Cancellation

• Recurring billing: services are pre-paid on a monthly or annual cadence via credit card or authorized payment methods.
• No lock-in: subscriptions can be cancelled at any time without early termination penalties.
• Data grace period: following cancellation, mailboxes remain accessible for backup export for up to 30 days before permanent deletion.

5. Governing Law

These terms are governed by the laws of the Federative Republic of Brazil, with the Comarca of Pindamonhangaba, State of São Paulo, elected to resolve any legal disputes.