Terms & Conditions

The Email Laundry T&C's

The Email Laundry – Terms, Conditions & No Spam Policy (“Terms and Conditions”)

The Email Laundry – Terms, Conditions & No Spam Policy (“Terms and Conditions”)

  1. Definitions
    1. “Client” or “you” means the person, firm or company that purchases or agrees to purchase or uses the Services and includes the Company’s partners (such as, but not limited to, distributors, resellers and service providers) and end users.
    2. “Company” means Clean Communications Ltd.
    3. “Services” means the item(s) listed in the Exhibit hereto, as specified on the order form and supplied by the Company.
    4. “Unsolicited Commercial Email” (or UCE) means the sending of an unsolicited commercial electronic message by email to recipients who consider the message unsolicited email.
    5. “Unsolicited Bulk Emails” (or UBE) means the sending of an email of any nature in bulk to recipients who consider the message(s) as unsolicited email(s) and have not consented to receiving such email(s).
    6. “UCE/UBE Event” is defined as either of the following:
      1. the Company’s receipt in any 72-hour period of 3 or more complaints or notices of activity on an account that violates the Company’s policy contained herein that prohibits the transmission of SPAM, UCE and/or UBE; or
      2. the Company’s receipt in any 30-day period of 6 or more complaints or notices of activity on an account that violates the Company’s policy contained herein that prohibits the transmission of SPAM, UCE and/or UBE.
  2. Terms & Conditions
    1. These Terms and Conditions apply to Clients in respect of all purchases and use of the Services, to the exclusion of all other terms and conditions which the Client may purport to apply to the Services.
    2. End users. If you are an end user purchasing directly from the Company for your own use, these Terms and Conditions shall apply to you as the Client. If you are an end user purchasing the Services from a Company partner for your own use, these Terms and Conditions shall apply to you as Client, in addition to any other terms which you have agreed with the Company partner.
    3. Company partners. If you are a Company partner reselling the Services to end users, these Terms and Conditions shall apply to you as Client and you shall also ensure that you sell the Services to end users subject to these Terms and Conditions (such that the end users are also bound to these Terms and Conditions as Client). If you are a Company partner purchasing the Services and using them for the benefit of an end user, these Terms and Conditions shall apply to you as Client and you also agree: (i) to include clause 9.1 hereof in your agreement with end users; (ii) to determine whether clause 9.2 applies and, if so, to include relevant terms in your agreement with end users; (iii) to use all reasonable endeavours to ensure that end users comply with clause 9 hereof (as applicable); and (iv) to co-operate with the Company for the purposes of enforcing clause 9 hereof against end users for the Company’s and its licensors’ benefit. Company partners must not grant to end users any additional rights or make any additional warranties with respect to the Services other than those set out in these Terms and Conditions. The Company partner is responsible for the payment of all taxes and fees assessed or imposed on the sale of Services to end user in any geography in which the Company partner or end user receives the benefit of the Services, including, without limitation, any sales, use, excise, value-added, goods and services, withholding or other taxes, and any customs duties and tariffs now or hereafter claimed or imposed by any governmental authority on the Company partner’s sale of Services to end user.
    4. By completing an order form, ordering by telephone or email, or using the Services, Client will be deemed to have accepted and agreed to these Terms and Conditions.
    5. Any purported variation of these Terms and Conditions shall be inapplicable unless agreed in a writing executed by an authorized agent of the Company.
    6. The Company reserves the right to amend and update these Terms and Conditions at any time without notice. Your continued purchase and/or use of the Services indicates your acceptance of any updated Terms and Conditions. The Terms and Conditions in effect at any time are viewable through the relevant link located within your account / customer control panel or at https://www.theemaillaundry.com/terms-and-conditions. It is your responsibility to remain familiar with the applicable Terms and Conditions as updated from time to time.
  3. Provisioning of Services
    1. The Company will provision the Services (as specified on the relevant order) to the applicable Client (as specified on the relevant order). The Company may modify the software used to operate the Services from time to time at its sole discretion. The Company will use reasonable efforts to schedule any maintenance windows for off-peak periods.
    2. Client will use the Services for its own internal business purposes (or in the case of certain Company partners, for the purposes of end users (consistent with these Terms and Conditions) as specified on the order) and will not transfer, resell, license or otherwise make the Services available to any other third parties. Client will use the Services in accordance with these Terms and Conditions and any other reasonable directions issued by the Company from time to time, and will not exceed the permitted usage limitations as per the applicable order.
  4. Price & Payment
    1. If you purchase through a Company partner, all fees and other procurement and delivery terms shall be agreed between you and the applicable Company partner. If you purchase directly from the Company, the provisions of this Article 4 will apply.
    2. Client agrees to pay the fees for the Services as quoted by the Company. Payment by Client will be either on a monthly, quarterly or yearly single payment basis. By entering your credit card details into our billing system, you agree to allow your card to be used for all such payments, as applicable. Notification will be given when payment is being taken in the form of an email. All fees payable by Client to the Company are exclusive of all present and future sales, use, excise, value added, goods and services, withholding and other taxes, and all customs duties and tariffs now or hereafter claimed or imposed by any governmental authority upon the Services which shall be invoiced to and paid by the Client. If Client is required by law to make any deduction or withholding on any payments due to the Company, Client will notify the Company and will pay the Company any additional amounts necessary to ensure that the net amount the Company receives, after any deduction or withholding, equals the amount the Company would have received if no deduction or withholding had been required. Additionally, Client will provide to the Company evidence, to the reasonable satisfaction of the Company, showing that the withheld or deducted amounts have been paid to the relevant governmental authority. For purposes of calculating sales and similar taxes, the Company will use the address set forth on the order or statement of work, as applicable, as the jurisdiction to which the Services are delivered unless Client has otherwise notified the Company in writing as of the order effective date or statement of work effective date, as applicable. Client will provide tax exemption certificates or direct-pay letters to the Company on or before the order effective date or statement of work effective date, as applicable.
    3. Payments for the Services are due and payable each anniversary month or year following the date the account was established, in accordance with your order. Clients paying by credit card will automatically be charged before the renewal date unless closure notification has already been given in writing. Payments not received within thirty (30) days of invoicing are subject to an interest charge which is the lower of one and one-half percent per month or the applicable maximum legal rate. In the event of late payment(s), the Company may, at its sole discretion and without waiving other rights it may have, may suspend, interrupt, or disconnect the Services. Clients who do not wish to pay by credit card can also remove their card details from their client area but increase the risk of losing the Services if payment is not made in a timely manner.
    4. The Company reserves the right to vary Service pricing from time to time. The Company will provide you with 30 days prior written notice of any such variation before it comes into effect.
    5. Any returned cheques to Clients will incur an administration fee of €35.00.
  5. Termination
    1. The initial term of your contract with the Company shall be the period agreed to in your order, and shall commence on the date of acceptance by the Company. Thereafter, the contract will continue on a monthly or yearly basis unless terminated according to the provisions below.
    2. All account cancellations must be done in writing, with at least 30 days’ notice in advance of the expiry of the then current term. Notifications must include user name, principal contact name with valid signature and reason for cancellation. Third party cancellations are not accepted.
    3. The Company may, at its sole option and without any obligation to refund monies paid by you terminate these Terms and Conditions immediately on written notice (email) to you if:
      1. ordered to do so by a court of competent jurisdiction;
      2. the use of the Service is or becomes illegal;
      3. if there is a breach of these Terms and Conditions by you;
      4. the continued use of the Service could cause technical problems on the Internet; or
      5. you act in any way or do anything which may reasonably be construed to impugn the intellectual property rights (including trade mark rights) of the Company or otherwise be detrimental to the business, goodwill or reputation of the Company.
    4. Either party may terminate these Terms and Conditions by serving not less than 30 days Written Notice on the other provided that: (i) if you terminate these Terms and Conditions pursuant to this clause, you shall not be entitled to a refund of any monies already paid; (ii) if the Company terminates these Terms and Conditions without cause pursuant to this clause, you will be entitled to a pro rata refund without interest based upon the remaining term of the Services stated in the applicable order; and (iii) if the Company terminates these Terms and Conditions with cause, you shall not be entitled to a refund and the Company reserves its rights to seek other available legal and equitable remedies. For the purposes of these Terms and Conditions, for the Client to terminate these Terms and Conditions, For Client or Company partner, “Written Notice” means completing the “request subscription termination” process via the customer control panel, and for the Company to terminate these Terms and Conditions, “Written Notice” means an email or letter sent via recorded delivery to the most recent contact details provided by Client (or Company Partner) as maintained in the customer control panel or on Client’s website.
    5. When your account is closed all files associated therewith will be deleted insofar as is reasonably practicable.
    6. Any attempt to use the login portals for purposes other than their intended use will result in the relevant account being terminated for cause.
    7. Any improper use by the Client under the Acceptable Use Policy (“AUP”) will result in immediate termination of the Service for cause.
    8. If Client has ordered a Service on an annual subscription, the Company expects the Client to be committed for this minimum one year period of time. If Client wishes to cancel or breaks any of these Terms and Conditions and their account is cancelled within the relevant service period, the Company will not make any refunds for any unused portions of the Client’s account or subscription.
  6. Fraudulent Activities
    1. In the case where suspicion of fraud has arisen, the Company reserves the right to suspend or cancel your account at any time without prior notice or consent and, in such situations, the Company also reserves the right to not refund any monies paid in the Company’s sole discretion. Factors that may constitute fraudulent activity include:
      1. Supplying false contact information;
      2. Using someone else’s credit card without their written consent;
      3. Withholding information from the Company; and
      4. Offering or distributing any fraudulent goods, services, schemes or promotions.
  7. Company’s Limitation of Liability
    1. In no circumstances whatsoever shall the Company be liable for any incidental or punitive damages, economic, indirect or consequential loss (including, without limitation, lost profits, loss of use, loss of data or loss of goodwill) arising from these Terms and Conditions or any delays or service interruptions. In no event shall the Company’s liability for any damages hereunder exceed the amounts paid for the Services during the three (3) month period preceding the causation of the damages.
    2. The Company will not be responsible for loss occasioned by computer viruses, malware or unauthorized invasions of Client’s computer networks, whether introduced through the Services or otherwise. The Company shall not be responsible for any loss of Client data, howsoever caused.
    3. The Company shall not be held liable for any loss or damage caused by the use, misuse, unavailability or removal of Services.
    4. Except as expressly provided herein, all warranties, conditions, representations, indemnities, and guarantees with respect to the Services, the programs, and all components thereof, whether express or implied, arising by law, custom, or prior oral or written statements made by the Company, its representatives, third parties, or otherwise, including, but not limited to, the warranties of merchantability and fitness for a particular purpose, are hereby excluded and disclaimed to the fullest extent permitted by applicable law. To the extent any exclusion of implied warranties does not apply as a matter of law, then any implied warranties are limited in duration to ninety (90) days from the commencement of the Services.
  8. Client’s Liability
    1. It is the Client’s responsibility to carry out computer virus, malware and other cyber-security precautions.
    2. It is the responsibility of the Client to keep independent backup files of its important data. The Company cannot be held responsible for any loss of data incurred from the Client’s inability to backup any files.
    3. Clients must not attempt to gain the privileges of another user or Client.
    4. It is the Client’s responsibility to notify the Company if they wish to terminate their Service before the next renewal date. Any payments made by Client before the termination notice has been given are non-refundable.
  9. Intellectual property
    1. Title to and ownership of any intellectual property rights in the Services, and any improvements, updates, modifications or additional parts thereof, shall at all times remain the property of the Company or the Company’s licensors. Client shall not, and shall not permit any third party to, in any form or manner, copy, distribute, reproduce, incorporate, use or allow access to the Services or modify, prepare derivative works of, decompile, reverse engineer, disassemble or otherwise attempt to derive source code or object code from the Services, except as explicitly permitted under these Terms and Conditions or to the extent such a restriction is expressly limited or prohibited by applicable law.
    2. You acknowledge that the Services may contain or use certain open source or other third-party components/software (“Third-Party Software”) that may be subject to additional terms and conditions. You agree to be bound to any and all additional terms and conditions applicable to the Third-Party Software in addition to these Terms and Conditions.
  10. Indemnity
    1. The Company, at its expense, shall indemnify, defend and hold harmless the Client, and its officers, directors, employees, agents, and affiliates, against any losses, costs and damages arising from a claim by a third party against Client that the Services, or any part thereof, infringes any intellectual property or proprietary rights of such third party or misappropriates any protected trade secret of such third party. The Client, at its expense, shall indemnify, defend and hold harmless the Company, and its officers, directors, employees, agents, and affiliates, against any losses, costs and damages arising from a claim by a third party against the Company based upon or otherwise arising out of a breach by the Client of these Terms and Conditions or the Client’s use, sale, resale, distribution, representation, provision, involvement, participation or connection with the Services.
    2. The Company shall have no indemnification obligations with respect to any action arising out of: (a) the use of the Services, or any part thereof, in combination with software or other products or services not supplied by the Company; (b) any modification of the Services not performed or expressly authorized by the Company; or (c) the use of any the Services other than in accordance with these Terms and Conditions or as otherwise expressly agreed in advance by the Company.
    3. The indemnification obligations on the indemnifying party contained herein shall be subject to the indemnified party: (i) notifying the indemnifying party within ten (10) days of receiving notice of any threat or claim in writing of such action; (ii) giving the indemnifying party exclusive control and authority over the defense or settlement of such action; (iii) not entering into any settlement or compromise of any such action without the indemnifying party’s prior written consent; and (iv) providing reasonable assistance requested by the indemnifying party.
  11. Confidential Information
    1. As used herein, the term “Confidential Information” refers to: (i) each party’s trade secrets, current or future business plans, strategies, opportunities, methods and/or practices; and (ii) other information relating to either party that is not generally known to the public, including information about either party’s personnel, customers, designs, protocols, know-how, processes, costs, prices, finances and research and development, and any information which is disclosed under circumstances which would indicate to a reasonable person that information should be treated as confidential. In addition, each party agrees that all processes and protocols provided by the other party hereunder are Confidential Information of such other party.
    2. “Confidential Information” specifically excludes (a) information that is now in the public domain or subsequently enters the public domain by publication or otherwise through no action or fault of the other party; (b) information that is known to either party without restriction, prior to receipt from the other party under these Terms and Conditions, from its own independent sources as evidenced by such party’s written records, and which was not acquired, directly or indirectly, from the other party; (c) information that either party receives from any third party reasonably known by such receiving party to have a legal right to transmit such information, and not under any obligation to keep such information confidential; and (d) information independently developed by a party’s employees or agents; provided that such party can show that those same employees or agents had no access to the Confidential Information received hereunder.
    3. The parties agree and acknowledge that each party has and shall have access to certain of the other party’s Confidential Information. Each party also understands and agrees that misuse and/or disclosure of that information could adversely affect the other party’s business. Accordingly, the parties agree that each party shall (a) use and reproduce the other party’s Confidential Information only for the purposes connected with the Services and only to the extent necessary for such purpose; (b) restrict disclosure of the other party’s Confidential Information to its employees, consultants or independent contractors with a need to know; and (c) not disclose the other party’s Confidential Information to any third party without prior written approval of such other party.
    4. Notwithstanding the foregoing, it shall not be a breach of these Terms and Conditions for either party to disclose Confidential Information of the third party if required to do so under law or in a judicial or other governmental investigation or proceeding, provided the other party has, where legally permitted, been given prior notice and the disclosing party has sought all reasonably available safeguards against widespread dissemination prior to such disclosure.
  12. No-Spam Policy
    1. The Company has adopted a zero tolerance approach towards the transmission of SPAM, UCE and UBE. The Company prohibits SPAM, in order to protect the integrity of our servers and network resources.
    2. CLIENT IS STRICTLY PROHIBITED FROM USING THE SERVICES FOR SPAM, LETTER BOMBING, MAIL BOMBING, MAIL HARASSMENT, MAIL PHISHING, SPAM RESPONSE COLLECTION, WEB SITE ADVERTISING VIA SPAM OR HACKING. IT IS CLIENT’S RESPONSIBILITY TO PREVENT ALL SPAM AND COMPLAINTS RESULTING FROM EMAIL ACTIVITIES CONDUCTED THROUGH CLIENT’S ACCOUNT.
    3. Every Client shall enforce the application of this No-Spam policy, including to:
      1. Prohibit the use of SPAM and other UCE and UBE;
      2. Prohibit detrimental practices to electronic commerce;
      3. Protect the integrity of data transmission;
      4. Prohibit false or misleading commercial representations online;
      5. Prohibit the collection of personal information via unlawful access to computer systems and unauthorized compiling or supplying of lists of electronic addresses.
    4. Client is prohibited from sending a UCE or UBE unless there is express or implied consent from the recipient. Consent may be implied only to the extent permitted by the appropriate, applicable Anti-SPAM legislation.
    5. The Company processes reports of SPAM activity and SPAM complaints in the manner described below:
      1. If the email activity associated with Client’s account poses an immediate threat to our servers or network, the Company reserves the right to immediately disable your account and send an email notice to your account contact.
      2. Absence of an immediate threat to the servers or network, we will follow the steps outlined below for SPAM processing:
        1. First UCE/UBE Event – we send a “complaint received” message to the complainants and send a first warning to your account contact;
        2. Second UCE/UBE Event – we send a “complaint received” message to the complainants and send a second and final warning to your account contact;
        3. Third UCE/UBE Event – we immediately and permanently disable the email capabilities of the account and then send notice to your account contact of this permanent email disablement.
    6. Reporting. If you believe that you have received SPAM through our network, please send a signed complaint along with the message you received, including its complete email headers, to spam@theemaillaundry.com. The Company may, at its discretion, investigate or take other actions based on SPAM complaints received by the Company.
  13. Privacy
    1. If the Company is a data processor under these Terms and Conditions, and in accordance with applicable data protection laws, including but not limited to the EU General Data Protection Regulation (GDPR), the Company agrees that it will:
      1. only deal with and process personal data controlled by Client in compliance with, and subject to, the instructions received from Client and in compliance with these Terms and Conditions and will not use or process the personal data for purposes other than those permitted by the Client, anticipated by the Services and these Terms and Conditions, or for the purpose of research and development of the Company’s Services;
      2. adopt and maintain appropriate (including organizational and technical) security measures in processing Client’s personal data in order to protect against unauthorized or accidental access, loss, alteration, disclosure or destruction of such data, in particular where the processing involves the transmission of data over a network, and against all other unlawful forms of processing; and
      3. take all reasonable steps to ensure that (i) persons employed by it, and (ii) other persons engaged at its place of work, are aware of and comply with applicable data privacy laws and regulations. The Company does not react to Do Not Track signals because there is no standard for how those signals are sent.
    2. The Company may process or otherwise transfer any personal information in or to any country outside of the country of origination, including such countries with less restrictive data protection laws, to the extent necessary for the provision of the Services. If required and where applicable, the Company will enter into mutually agreed-upon country-specific data transfer mechanisms, including the Privacy Shield framework and the EU Standard Contractual Clauses as approved by the European Commission, to help ensure an adequate level of data protection for the personal data that will be processed or transferred.
    3. Client agrees it is responsible for obtaining any applicable consents from data subjects for Client’s use of the Company to process Client’s data.
  14. Anticorruption, Export Control, Applicable Laws
    1. Client acknowledges that it is familiar with and understands the provisions of the U.S. Foreign Corrupt Practices Act and the U.K. Bribery Act of 2010 and agrees to comply with their terms as well as any corresponding or similar provisions of local laws. Client further agrees to comply with all laws and regulations applicable with respect to the purchase and use of the Services, including applicable export control laws and regulations.
  15. General
    1. No party will be liable for inadequate performance to the extent caused by a force majeure event, including, without limitation, domain name server issues outside its direct control, denial of service attacks, labor strikes or shortages, riots, insurrection, fires, flood, storm, explosions, acts of God, war, terrorism, governmental action, labor conditions, earthquakes and material shortages. No party may assign or transfer any part of these Terms and Conditions without the written consent of the other party, except, in the case of the Company, to a third party who owns all or substantially all of the Company’s business. Any other attempt to transfer or assign is void. If any provisions of these Terms and Conditions are deemed invalid or unenforceable under applicable law, the remaining provisions will continue in full force and effect. The Company’s failure to enforce any provision of these Terms and Conditions shall not constitute or be construed as a waiver of that provision or of the right to enforce it at a later time. Nothing contained in these Terms and Conditions shall be deemed to create, or be construed as creating, a joint venture or legal partnership between the parties. These Terms and Conditions shall be governed by, subject to, and construed in all respects in accordance with the laws of Ireland without regard to its conflicts of law provisions and both parties consent to jurisdiction and venue in any and all disputes hereunder in the state of Ireland. These Terms and Conditions constitute the entire understanding of the parties with respect to the subject matter hereof, and supersedes all prior or contemporaneous representations, understandings, proposals, and agreements between Client and the Company. Continued use of the Services constitutes continued acceptance of these Terms and Conditions, including any and all modified terms. These Terms and Conditions shall bind and benefit the successors and heirs of the parties.

Exhibit
Description of Services

  1. Full stack email security

    The Company provides a managed message filtering and management service offering inbound and outbound message management at the Internet level. The Service may be formed from the following elements:

    • Anti-Spam
    • Anti-Virus on email traffic
    • Content Filtering
    • Outbound Filtering/Scanning
    • Email Business Continuity Web Mail
    • Discovery Archiving
    • Personal Archiving
    • Outbound email transformation/signature management
    • Email Encryption Service
    • Phishing Awareness Training

    The Service is provided twenty-four (24) hours per day, seven (7) days per week from distributed The Email Laundry Mail Transfer Centers (MTC) and permanently monitored from The Email Laundry Network Operation Center (NOC). Messages are directed to the The Email Laundry MTC. On receipt, each message is assigned a message ID to provide full logging, audit and tracking. Only when the message has been successfully committed is the message acknowledged as being received. Messages are scanned and filtered, and the desired action is taken, as defined in the Customer configuration.

  2. Content control

    Content control is a rules engine that facilitates both content and event-based control of inbound email traffic. Rules function may be accessed via the quarantine web control panel by an authorized User. Rules may be applied at two levels:

    • Domain level – operating over a single domain;
    • User level – operating on a single User address.

    A rule can be set to identify one or more of the following e-mail conditions:

    • is from a sender(s) defined in a User editable list;
    • is to a recipient(s) defined in a User editable list;
    • contains an attachment(s) of a type(s) defined in a User editable list.

    The following actions may be set through the ticketing system:

    • allow email into the filtering system;
  3. Anti-Spam

    Anti-Spam (AS) is applied to inbound email messages and filters 99% or more of Spam with a false positive rate better than 1 in 500,000. 90% of Anti Spam is performed by “Advanced Connection Filtering” which defines and evaluates genuine mail server connections to the system. This also utilizes The Email Laundry threat intelligence feeds and lookups. The remaining email is subjected to content filtering rules. Spam email is held in a quarantine area for up to 7 days after which it is deleted.

    From the Spam log, authorized Users may:

    • search for a message based a range of options;
    • preview selected Spam message outside the customer network;
    • release selected messages to the intended recipient(s);
    • delete selected messages from the log.

    Authorized Users may optionally be notified of filtered Spam messages by way of a digest received at customized times. A Customer defined white list may be applied via the secure web control panel by an authorized User. A Customer defined black list may be applied via the secure web control panel by an authorized User. Reports of Spam volumes may be generated at domain levels from the reports section, which may be accessed via the secure web control panel by an authorized User.

  4. Anti-Virus

    Anti-Virus (AV), comprising of multiple identity, heuristic, and zero hour-based technology, is applied to inbound and outbound messages. Upon detection of an incoming Virus, the affected message is held in a quarantine area. From the quarantine area, authorized Users may search for a message based on a range of options. Zero day domains are also blocked as they are the main transport mechanism for new malware.

  5. Email Archiving Service

    The Email Laundry Email Archiving Service is an optional module that provides an off-site email data archive. Archive administration may be accessed via the secure web control panel by an authorized User(s). All data remains under the customer’s control and all retention periods and policies are defined by the customer in their control panel.

    Inbound, outbound, and internal email communications are encrypted, securely stored, and replicated real-time within the The Email Laundry Global Security Network. Data search can be conducted based on email headers, content, and/or attachments while retention policies can be customised to fit internal guidelines and requirements. Data archive access can be limited to an IT administrator or provided to Users in the form of an Outlook folder, Outlook Web Access folder or web browser interface. Audit logs capture data archive access based on User, date, time and requested content. Existing individual or organisational .pst or .eml files may be migrated into the managed archive. Data is stored in SAS 70 compliant secure data facilities in the appropriate world infrastructure for either EU or US customers.

  6. Business Continuity Service

    The Email Laundry Business Continuity Service is an optional module that enables access to inbound and outbound email communications in the event of an internal Customer email server outage. Inbound email communications are filtered, stored for a rolling period of 14 days, and made available to Users via a browser-based webmail interface. Inbound email communications are queued for delivery for up to 7 days. If the customer is availing of our Personal Archiving service as well as our continuity service, a copy of incoming email will be delivered directly to their archive. This archive can be accessed remotely and users may send and receive email from within the archive.

  7. Service Visibility and Management

    Service visibility and management is provided via a secure, password protected web interface. This gives access and visibility to service features, functionality, configuration. The Email Laundry monitors and reports the availability and status of the Service and the client message servers.

  8. Customer Support

    Level 1 Customer Support to end users will be handled by Company partner, with only escalation items from the Company partner being addressed by the Company. Level 1 Customer Support refers to anything which Company partner can take care of from the partner portal or the customers portal.

    Company partners may raise Support Cases via web, e-mail, or telephone as specified below. Support Cases will be processed by technical support engineers who are trained to perform in-depth diagnostic and trouble-shooting activities in order to resolve product and service issues as quickly as possible. Support Cases may be logged through the following mechanisms:

    Logging Method Access
    Web http://portal.theemaillaundry.com
    Email support@theemaillaundry.com
    Telephone UK: 0208 0993796
    USA: 1-617-9638322
    Aus: +61 283107875
    IRL: 045 897766
    (serviced numbers, 24/7 including holidays)

    Partner Support Cases will be recorded in a ticketing system and a ticket number will be assigned. The Company will assign one of the following severity designations to each Support Case and will aim to respond within the timeframes as follows:

    Severity Impact Target Initial Response Time
    One
    • Product rendered unavailable or unresponsive, requires constant restarting, or results in irretrievable corruption or loss of data
    • Major application not functioning
    • Device not scanning, or device blocking traffic
    • Requires immediate fix
    30 minutes (elapsed)
    Two
    • Sub-component of a major application not functioning as documented
    • Services degraded
    • Major performance degradation
    2 hours (elapsed)
    Three
    • Minor application not functioning as documented
    4 business hours
    Four
    • General usage question
    • General information requests
    • Feature requests
    8 business hours

    The times indicated above are the target (not legally binding) times for the Company to provide an initial response to a Support Query. Note that timeframes are to be taken within context of the Support Cover Periods specified below. Normal working hours are defined as 8.30 a.m. to 5.30 p.m. GMT Monday to Friday.

    Severity Support Cover Period
    One 24/7 [Tel]
    Two 24/7 [Tel]
    Three Normal Working Hours
    Four Normal Working Hours