Quality Policy
Last updated: July 14, 2026
AcelleMail ("the Provider") is operated by Guardian Holdings HK Limited, under license by BASIC TECHNOLOGY SOFTWARE. This policy describes the product- and service-quality standards we commit to.
1. Scope
This policy applies to all customers using:
- Subscription (SaaS / cloud-hosted) — software running on our infrastructure, accessed via the browser.
- Perpetual license (one-off / self-hosted) — software installed on the customer's infrastructure.
- Free / Trial plans.
2. Development standards
- Every release passes automated E2E tests and manual QA before publication.
- Every code change goes through review and security review before reaching the release branch.
- Security patches ship out-of-band when required, ahead of the normal cadence.
- Knowledge Base and developer documentation update alongside the corresponding release.
3. Bug severity and response
| Severity | Criteria | Target response |
|---|
| P0 — Critical | Full outage / data loss / critical security vulnerability | Acknowledge ≤ 1 hour, fix ≤ 24 hours |
| P1 — High | Core feature broken (sending, lists, automation) | Acknowledge ≤ 4 business hours, fix ≤ 3 business days |
| P2 — Medium | Non-core feature broken with workaround available | Acknowledge ≤ 1 business day, fix in next release |
| P3 — Low | Cosmetic / copy / enhancement requests | Acknowledge ≤ 3 business days, prioritised against roadmap |
Note: These targets are best-effort commitments, not contractual SLAs — unless agreed in writing under an Enterprise contract.
4. Service level (subscription plans)
- Uptime target: 99.5% per month for the SaaS plan, excluding maintenance announced ≥ 48 hours in advance.
- Scheduled maintenance: performed during low-traffic hours, announced in advance by email and in-app banner.
- Data backups: daily automated backups retained for at least 30 days. Restorations on legitimate request (partial restorations may incur a service fee).
5. Security and data protection
- All connections encrypted with TLS 1.2 or higher.
- Passwords stored with modern hashing (bcrypt/argon2).
- Two-factor authentication available on every account.
- We follow recognised data-protection practices for personal data (see Privacy Policy).
- We never store full card numbers — all card transactions are processed by third-party gateways (see Payment Terms).
6. Quality feedback
- Email: [email protected]
- Registered Office: Billion Trade Centre, 31 Hong To Road, Ngau Tau Kok, Kowloon, Hong Kong
