How MailMama approaches support, maintenance, incidents, and service availability.
Service Availability and Support Policy
Effective Date: September 5, 2026
Company: MailMama Software LLC
Company Address: 75 E 3rd St, Sheridan, WY 82801, United States
Website: https://mailmama.net/
Email: info@mailmama.net
This page explains how support is provided, what it covers, how we approach service availability and maintenance, and how we communicate during incidents.
1. Purpose
This Policy describes the support and availability arrangements that apply to customers of MailMama Software LLC (“MailMama”, “we”, “us”, or “our”). It is informational and does not create a service level agreement. Where this Policy and the Terms of Service address the same subject, the Terms of Service control.
2. Support Channels
Support is provided through the following email: info@mailmama.net — the primary channel for all account, technical, and billing matters.
Support is provided in English. Requests should come from the email address associated with the account, or we may need to verify identity before discussing account details.
3. What Support Covers
Account setup, plan questions, and administration of mailboxes, aliases, and domains.
Configuration of the Service itself, including DNS records required for mail delivery and domain authentication using DKIM, SPF, and DMARC.
Guidance on connecting supported email clients using JMAP, IMAP, POP3, and SMTP.
Questions about features such as forwarding, catch-all addresses, filters, unified inbox connections, scheduled sending, tracking, and AI-assisted features.
Investigation of faults, errors, and unexpected behavior within the Service.
Billing, invoice, renewal, cancellation, and refund enquiries.
Data export questions and assistance with account closure.
4. What Support Does Not Cover
Configuration or troubleshooting of third-party software, operating systems, devices, or networks.
Configuration of third-party services you connect to the Service, or problems caused by changes those providers make.
Domain registration, domain transfers, or DNS hosting with a registrar or DNS provider other than us.
Recovery of data beyond the export and restoration mechanisms available in the Service. Operational backups exist for disaster recovery and are not a retrieval service for individual messages or mailboxes.
Deliverability consulting, sender reputation management, blocklist remediation, or inbox placement work.
Migration of mailboxes or historical mail from another provider, unless separately agreed in writing.
Custom development, scripting, or integration work against the API.
General information technology consulting, security consulting, or compliance advice. As stated in our Disclaimer, we do not provide legal, tax, accounting, financial, or compliance advice.
5. How We Respond
Support is handled on business days. We aim to acknowledge requests promptly and to resolve them as quickly as the nature of the issue allows. We do not commit to specific support hours, a first-response time, or a resolution time, and no service credit applies to support, unless a separate written agreement provides otherwise.
Requests are handled in the order received, except that we prioritize matters that prevent normal use of the Service. Our working order of priority is:
incidents affecting multiple customers or the availability of the platform;
an account unable to send or receive mail, or unable to sign in;
suspected account compromise or a security report;
a feature not working as described;
billing and administrative questions;
general questions and feature requests.
Specific response commitments that we have made elsewhere continue to apply, including the decision period for refund requests in the Refund and Cancellation Policy, the acknowledgment period for accessibility reports in the Accessibility Statement, and the periods for privacy rights requests in the Privacy Policy.
6. Helping Us Resolve Issues Faster
When reporting a problem, the following information usually shortens the investigation.
The domain and mailbox address concerned.
What you expected to happen and what happened instead.
The date and time, including your time zone, and whether the issue is ongoing.
For delivery problems, the full message headers and any bounce message received.
For client problems, the email client, version, and connection method used.
Any error message shown, quoted in full.
Do not send passwords, authentication codes, private keys, or full payment card details to support. We will never ask for them.
7. Service Availability
We aim to keep the Service available on a continuous basis. We do not publish or commit to an uptime percentage, availability target, or restoration time, and no service credit regime applies, unless a separate written service level agreement has been executed.
The Service may be unavailable or degraded because of scheduled or emergency maintenance, infrastructure or network failures, denial-of-service attacks, actions or outages of third-party providers, or events outside our reasonable control.
Availability of the Service is separate from the delivery of individual messages. As set out in our Disclaimer, we do not guarantee that a message will be delivered, delivered within a particular time, or placed in a recipient’s primary inbox, because delivery depends on receiving networks and on the configuration and reputation of the sending domain.
8. Maintenance
Routine maintenance is carried out in a way intended to avoid disruption, and where practicable outside periods of heaviest use. Where planned maintenance is expected to interrupt the Service, we aim to give advance notice by email or through a notice in the Service.
Emergency maintenance may be carried out without advance notice where it is necessary to address a security vulnerability, a stability risk, or a fault affecting the Service. We will inform customers as soon as reasonably practicable in those cases.
9. Incidents
During an incident affecting the availability of the Service, we aim to communicate what is affected, what we know, and when we expect to provide the next update, and to confirm when the issue is resolved. Updates are sent by email to the address associated with the account or published through a notice in the Service.
Where an incident involves personal data, our obligations to notify customers are set out in the Privacy Policy and in Section 12 of the Data Processing Addendum.
Keeping the email address associated with your account current and monitored is important, because incident, maintenance, billing, and security notices are sent to it.
10. Self-Service and Continuity
The Service provides export functions so that you can keep your own copies of your data. Because the Service supports standard protocols, you may also configure an email client that stores a local copy of your mail. We recommend maintaining your own copies of data that matters to you, as set out in the Terms of Service.
11. Other Channels
Certain matters are handled outside ordinary support and should be sent to info@mailmama.net using the subject line indicated.
“Security Report” — suspected vulnerabilities and suspected account compromise.
“Abuse Report” — abuse originating from the Service. See the Acceptable Use Policy.
“Privacy Request” — data protection rights requests. See the Privacy Policy.
“DPA Request” — a copy of the Data Processing Addendum or the subprocessor list.
“Copyright Notice” — claims of copyright infringement.
“Enforcement Appeal” — appeals against suspension or restriction.
“Accessibility” — accessibility barriers and requests for assistance.
12. Changes to This Policy
We may update this Policy when our support or availability arrangements change. The current version is always available at https://mailmama.net/ with the Effective Date shown at the top.
13. Contact Information
Support requests and questions about this Policy should be directed to the contact details below.
Company: MailMama Software LLC
Company Address: 75 E 3rd St, Sheridan, WY 82801, United States
Website: https://mailmama.net/
Email: info@mailmama.net