Service Level Agreement

We strive for a 99.9% uptime across our core managed cloud and hosting infrastructure.

Downtime is measured from the time it is reported or detected until the service is restored. It does not include scheduled maintenance windows, customer-induced errors, force majeure events, or issues originating from third-party networks beyond our control.

Our response targets denote the time required for a qualified engineer to acknowledge and begin actively working on your ticket. They do not guarantee a resolution time, as complex issues may require extended troubleshooting or vendor escalation.

• S1 Critical: 15 minutes (Complete outage, catastrophic failure)
• S2 High: 1 hour (Material degradation, limited operation)
• S3 Medium: 4 business hours (Minor impact, workaround available)
• S4 Low: 24 business hours (Information request, planned changes)

If we fail to meet our SLA commitments for eligible services, you may be entitled to service credits applied against your future billing. Service credits are calculated as a percentage of the monthly fee for the affected service, proportionate to the extent of the failure.

Service credits are the sole financial remedy for SLA failures, and must be claimed within 30 days of the incident.