Service Level Agreement

1. Uptime commitment

We target 99.9% monthly availability for shared hosting, email, and VPS network availability, measured by our public monitoring. Planned maintenance announced at least 48 hours in advance, and factors outside our network, are excluded.

2. Measurement

Availability is measured by the external monitor linked from our status page, checking from multiple locations at one-minute intervals. The monitor's record is the reference for credit calculations, so we are graded by a source we cannot quietly edit.

3. Service credits

• Below 99.9% in a calendar month: credit of 10% of that month's pro-rated fee.
• Below 99.5%: credit of 25%.
• Below 99.0%: credit of 50%.

Credits apply to future invoices, are requested within 30 days of the incident month, and are capped at 100% of one month's pro-rated fee.

4. Support response targets

WhatsApp and email support: first response within one business day, and same-day for service-down reports during business hours (Monday to Saturday, 10:00 to 19:00 PKT). Emergencies affecting the whole cluster are worked continuously until resolved regardless of hours.

5. Scope notes

This SLA covers infrastructure we operate. Application-level issues inside customer sites are covered under managed services engagements rather than this SLA.