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Pre-Sales FAQ - Core
Quick answers to the most common questions before purchasing MXroute email hosting.
Service Reliability & Uptime
What's your uptime like?
Check our public status page at https://status.mxroute.com/ for current status and historical uptime records. We maintain high uptime, but we're honest when issues occur and work to resolve them quickly.
Do you have an SLA?
No. We don't make promises we can't keep. We provide reliable service at fair prices, not enterprise contracts with legal guarantees.
Email Deliverability
How do you ensure good deliverability?
We own our own IP ranges and militantly monitor our outbound IPs for issues. We provide properly configured SPF, DKIM, and DMARC records. Good deliverability requires proper DNS configuration on your end - we provide documentation and support to help.
Will my emails reach the inbox?
If you're sending legitimate business email and following best practices, yes. If you're sending spam or anything questionable, no - and you'll be suspended.
Support
How fast do you respond to tickets?
Our goal is to answer every ticket within 24 hours, generally within 4-6 hours. Critical outages get priority.
Do you offer 24/7 phone support?
No. Support is ticket-based only. We're a small team providing quality service at low prices, not an enterprise provider with round-the-clock phone staffing. If you need that, expect to pay enterprise prices elsewhere.
What if I have an emergency?
Submit a ticket. Critical issues get prioritized. We're responsive, but we're not standing by a phone at 3 AM.
Usage Limits & Restrictions
Are there sending limits?
Yes. 400 emails per hour per email address.
Can I send marketing emails or newsletters?
ABSOLUTELY NOT. Sending of any kind of marketing email is FORBIDDEN and is cause for instant suspension leading to termination. Use Mailchimp, SendGrid, or another dedicated marketing platform.
What CAN I send?
Business correspondence, transactional emails (order confirmations, password resets, notifications), personal email. Legitimate email between real people or automated business processes.
What about "unlimited" sending?
Within the 400/hour limit per address, you can send reasonable business email. We don't nickel-and-dime legitimate usage. But if you're trying to send thousands of emails per hour across multiple addresses, you're probably doing something we don't allow.
Are there storage limits?
Yes, based on your plan. Check the plan details when purchasing.
Trials & Refunds
Do you offer a free trial?
No.
What's your refund policy?
No refunds. It's email. It works. We guarantee that.
That seems harsh. What if I don't like it?
Our large storage plans start as low as $20/month. Once you decide that the service is right for you the subscription may be converted to any of our other offerings. The risk is minimal. We're confident in our service - we just don't do refunds.
Who Should (and Shouldn't) Use MXroute
Good fit for:
- Business email hosting
- Personal email
- Transactional emails from applications
- Anyone who wants reliable email at fair prices
- People who value honest, direct service over corporate bullshit
NOT a good fit for:
- Marketing emails or newsletters
- Bulk email sending
- Anyone expecting enterprise SLAs
- Anyone who needs 24/7 phone support
- Anyone who can't handle direct communication
Pricing & Plans
Why are your prices so low?
We're efficient, we don't oversell, and we don't spend money on marketing nonsense. We provide email hosting, not hand-holding.
Will prices increase later?
Your renewal price is locked at your purchase price. We honor lifetime pricing.
The Bottom Line
We provide reliable email hosting at excellent value. We're honest, direct, and we don't make promises we can't keep. If you want solid email hosting with fair prices and straight-shooting support, we're a good fit. If you need enterprise features, enterprise SLAs, or someone to hold your hand 24/7, look elsewhere and expect to pay accordingly.
Need more details? Check out our Pre-Sales FAQ - Extended for comprehensive technical information.