1. Service Availability
We guarantee that our services will be available 99.9% of the time in any given calendar month, excluding scheduled maintenance and circumstances beyond our control. Service availability is calculated based on our internal monitoring.
2. Response Time
We commit to responding to support requests within 24 hours. For urgent issues, such as service outages, we aim to respond within 1 hour during business hours.
3. Issue Resolution
We strive to resolve all reported issues as quickly as possible. Simple issues should be resolved within 48 hours, while more complex issues may take longer. We will provide regular updates on the status of issue resolution.
4. Scheduled Maintenance
Scheduled maintenance will be communicated at least 48 hours in advance and will typically occur during off-peak hours to minimize disruption. During maintenance windows, services may be temporarily unavailable.
5. Unscheduled Downtime
In the event of unscheduled downtime, we will work to restore services as quickly as possible. We will provide timely updates and post-mortem reports detailing the cause and measures taken to prevent future occurrences.
6. Service Credits
If we fail to meet our service availability guarantee, you may be eligible for service credits. Service credits are calculated based on the amount of downtime beyond our guaranteed availability and can be applied to future invoices.
7. Customer Responsibilities
Customers are responsible for maintaining their own internet connections, equipment, and ensuring they comply with our Acceptable Use Policy. Cooperation with our support team is essential for timely issue resolution.
8. SLA Exclusions
This SLA does not apply to performance issues caused by factors outside our control, including but not limited to: natural disasters, third-party service failures, or user actions that violate our Acceptable Use Policy.
