Service Level Agreement

SLA Coverage

This SLA covers the availability and performance of our hosting services, including server uptime, network connectivity, and hardware reliability.

Uptime Guarantee

We guarantee 99.9% network and server uptime measured on a monthly basis.

Uptime is calculated monthly as (total minutes - downtime minutes) / total minutes × 100%.

Maintenance

Scheduled maintenance windows will be communicated at least 48 hours in advance and are not counted toward downtime calculations.

In case of emergency maintenance, we will provide notice as soon as possible and work to minimize impact.

Response Times

We are committed to responding to issues within the following timeframes based on severity:

• Critical — 15 minutes
• Major — 1 hour
• Minor — 4 hours

Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits based on the duration of the downtime.

To claim SLA credits, submit a ticket within 7 days of the downtime event with details of the affected services and timeframe.

Exclusions

The following situations are excluded from SLA coverage:

• Force majeure events (natural disasters, etc.)
• Issues caused by customer actions or configurations
• Third-party service outages beyond our control

We continuously monitor all systems and services to ensure maximum availability. Real-time status information is available on our status page.