Service Level Agreement

This SLA applies only to services with an active eligible package. The selected SKU, accepted service definition, quote, or signed service order determines the covered clients, brands, websites, applications, servers, infrastructure, support allocation, response targets, included changes, and usage limits.

The selected SKU and signed service order take precedence over this public summary for package-specific quantities. This SLA does not convert monitoring, support, backups, development, infrastructure, or usage into an unlimited service.

Unused development time, support time, incidents, revisions, infrastructure capacity, and usage allowances do not roll over unless expressly stated. A limit is a maximum allowance and does not guarantee delivery where customer content, approvals, access, dependencies, or decisions are missing or delayed.

An uptime percentage or recovery objective applies only where the selected SKU or signed service order expressly states it. Monitoring frequency is not an uptime guarantee.

Measured downtime excludes scheduled maintenance, customer-caused issues, incorrect DNS, expired domains, exhausted or undersized resources, unsupported changes, unpaid accounts, upstream provider or network failures, force majeure, and systems outside CloudMonkey's control.

These are business-hours acknowledgement and triage targets for an active Managed Server package. They are not resolution guarantees. After-hours response is excluded unless separately purchased.

Build response targets apply during the package's support window and delivery term. Development remains subject to the monthly allocation, approved scope, sequencing, dependencies, and client readiness.

Backup frequency, retention, storage, restore requests, restore testing, and recovery targets follow the selected backup or Build SKU. A successful backup job does not guarantee a specific recovery time unless a signed Critical Backup order defines recovery objectives.

Restore labour, disaster recovery, large data restoration, and recovery beyond the included allowance may be separately billed.

Service credits apply only where the selected SKU or signed service order expressly includes them and defines the eligible availability commitment or calculation. A claim must be submitted within 30 days of the incident.

Where applicable, service credits are the sole financial remedy for the relevant SLA failure unless a signed agreement expressly states otherwise.