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Credit-backed
Publishes an SLA backed by tiered service credits: 99.9% uptime, credits up to 100%.
Source: official SLA ↗ · checked 2026-06-25 · View as JSON
99.9%
Uptime
100%
Max credit
—
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Support case · mimecast.com/support/
Deadline
14 days of incident
Required evidence: Details and dates of the relevant anomalies, Support case opened with Mimecast
Common exclusions
Scheduled maintenance
Force majeure events
Customer-caused issues
Third-party service failures outside Mimecast control
Support tiers complementary, not the SLA
Standard
SLA-eligible
Subscription · Business hours
Enhanced
SLA-eligible
Subscription · Extended hours
Premier
SLA-eligible
Custom · 24/7
Per-service SLAs · 2
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Mimecast Aware Management Services
Email security, threat intelligence, and compliance management
Security & Identity
99.9%
covered
Mimecast Email Security
Secure email gateway, anti-spam, anti-malware, and advanced threat protection
Security & Identity
—
covered
Notes — Mimecast (Mimecast North America, Inc.; UK: Mimecast Services Limited) provides email security, threat intelligence, and compliance services. The SLA commits to 99.9% monthly availability for Aware Management Services with credits up to 100% of monthly fees. Claims must be submitted via support case within 14 days of month end. Credit tier percentages are in the service levels PDF — contact Mimecast for the full schedule.
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