Service Level Agreement

Availability target

We target 99.9% monthly availability for managed hosting on standard architectures, and 99.95% for high-availability designs across multiple zones. Availability excludes scheduled maintenance and issues caused by customer code or third-party services outside our control.

Support response targets

Response targets are measured from the time a ticket is received:

• Critical — site or application down: 30 minutes, 24/7.
• High — major function degraded: 2 business hours.
• Normal — routine change or question: 1 business day.
• Low — scheduled or advisory work: 3 business days.

Maintenance

Routine patching runs in agreed low-traffic windows. Emergency security patches may be applied immediately, with notification afterwards.

Backups and recovery

Backups run on the schedule in your plan and are tested by restore. Recovery objectives are agreed per environment and documented at onboarding.

Service credits

If a monthly availability target is missed, credits apply to the next invoice:

• Below 99.9% but at or above 99.0% — 10% of the monthly plan fee.
• Below 99.0% but at or above 98.0% — 25% of the monthly plan fee.
• Below 98.0% — 50% of the monthly plan fee.

Claiming credits

Submit a credit claim within 30 days of the affected month, referencing the incident. Credits are the sole remedy for missed availability targets.