Service Level Agreement (SLA)

1. Service Availability

We guarantee 99.9% uptime for all our hosting services, measured monthly. This excludes scheduled maintenance windows and force majeure events.

Service Credits

• 99.0% to 99.9%: 10% credit
• 95.0% to 98.9%: 25% credit
• Below 95.0%: 50% credit

2. Support Response Times

We commit to the following response times for support tickets:

• Critical Issues: 1 hour
• High Priority: 4 hours
• Normal Priority: 12 hours
• Low Priority: 24 hours

3. Network Performance

Our network infrastructure guarantees:

• Network availability: 99.9%
• Packet loss: < 0.1%
• Latency: < 100ms within region
• 1Gbps network capacity

4. Backup and Recovery

We perform:

• Daily incremental backups
• Weekly full backups
• 30-day backup retention
• 4-hour recovery time objective (RTO)

5. Security

Our security commitments include:

• DDoS protection
• SSL/TLS encryption
• Regular security patches
• 24/7 security monitoring

6. Maintenance Windows

Scheduled maintenance will be performed during off-peak hours with at least 48 hours advance notice. Emergency maintenance may be performed as needed.

7. Service Credit Claims

To receive service credits:

• Submit claim within 30 days of incident
• Include account details and incident description
• Credits applied to next billing cycle
• Maximum credit: 50% of monthly fee

8. Exclusions

This SLA does not apply to:

• Force majeure events
• Scheduled maintenance
• Customer-caused issues
• Third-party service failures