Service Level Agreement

1. Uptime Guarantee

We guarantee 99.9% uptime for all hosting services, calculated monthly. This translates to a maximum of 43.2 minutes of downtime per month.

2. Support Response Times

Our support team is committed to responding to your inquiries within the following timeframes:

3. Performance Standards

Server Performance

• Average server response time: Under 200ms
• Page load time: Under 2 seconds for optimized sites
• Database query response: Under 100ms average
• File transfer speeds: Minimum 100 Mbps

Resource Availability

• CPU usage: 99% availability during normal operations
• Memory allocation: Guaranteed minimum as per plan
• Storage I/O: High-performance SSD with 99.9% availability
• Network connectivity: 99.9% uptime guarantee

4. Exclusions

The SLA does not apply to downtime caused by:

• Scheduled maintenance (with 24-hour advance notice)
• Emergency maintenance for security or stability
• Issues with customer's website code or configuration
• Third-party service failures beyond our control
• DDoS attacks or other malicious activities
• Natural disasters or force majeure events
• Customer-initiated changes or requests
• Suspension due to policy violations

5. Service Credits

Credit Calculation

Service credits are calculated based on the monthly service fee and applied to your next billing cycle:

• Credits are issued automatically when SLA thresholds are not met
• Maximum credit per month: 50% of monthly service fee
• Credits cannot be converted to cash refunds
• Credits expire after 12 months if unused

Credit Request Process

1. Contact support within 30 days of the incident
2. Provide details of the service interruption
3. Our team will verify the downtime and calculate credits
4. Credits will be applied to your next invoice

6. Monitoring and Reporting

We continuously monitor our services using:

• 24/7 automated monitoring systems
• Real-time alerting for service issues
• Monthly uptime reports available in your account
• Public status page for service announcements
• Third-party monitoring for independent verification

7. Contact Information

For SLA-related inquiries or to report service issues: