Service Level Agreement
Our commitment to service quality and reliability.
Service Level Agreement (SLA)
1. Uptime Guarantee
We commit to maintaining 99.9% monthly uptime for all our hosted services. This excludes scheduled maintenance windows and force majeure events.
2. Response Time Commitments
| Issue Severity | Response Time | Resolution Time |
|---|---|---|
| Critical | 1 hour | 4 hours |
| High | 4 hours | 8 hours |
| Medium | 8 hours | 24 hours |
| Low | 24 hours | 48 hours |
3. Service Credits
If we fail to meet our uptime guarantee, you may be eligible for service credits. Credits are calculated as a percentage of your monthly service fee based on the downtime duration.
4. Maintenance Windows
Scheduled maintenance is performed during low-traffic periods (typically 2:00 AM - 4:00 AM EAT on Sundays). Customers will be notified at least 48 hours in advance of any scheduled maintenance.
5. Data Backup and Recovery
We perform daily automated backups of all customer data. In the event of data loss, we guarantee recovery within 24 hours for critical systems and 48 hours for non-critical systems.
6. Support Channels
Support is available through email, ticket system, and phone for enterprise customers. Standard support hours are 8:00 AM - 6:00 PM EAT, Monday through Friday. 24/7 support is available for critical issues.
Last updated: 10/3/2026