Service Level Agreements (SLA)

We target 99.9% monthly uptime for core services. Scheduled maintenance windows are excluded and will be announced with reasonable notice.

We strive to acknowledge critical incidents within 60 minutes and provide regular updates until resolution. Actual timelines may vary based on incident complexity.

In the event of SLA breach (excluding exclusions), a pro-rated service credit may be issued upon request, calculated against the monthly fee for the affected service. Credits are non-transferable and non-refundable.

• Customer-caused outages or misconfigurations.
• Third-party service failures outside our control.
• Acts of God, force majeure, and legally mandated downtime.