Procurement appendix
SLA — executive summary
Non-substitute for the full SLA and terms. Figures align with clauses effective .
- Uptime commitment: 99.9% monthly network availability for shared, cloud-tier cPanel, and VPS SKUs referenced on our published SLA.
- Budget math: ≈ 43 minutes 49 seconds maximum unplanned downtime per 30-day month at the SLA threshold.
- Exclusions (credit-ineligible highlights): scheduled maintenance (24 h+ notice routine), backbone/force majeure, customer code or abuse, volumetric floods beyond disclosed mitigation tiers, third-party CDN/DNS/payments, SMTP delivery filtered by recipients.
- Service credits: tiered percentages of monthly fee tied to realised uptime bands; emailed within 7 days of month close; capped at half of invoice; non-redeemable for cash.
- Incident targets: critical acknowledged ≤30 min — see full SLA severity table.
- Measurement: HTTP 5xx from our edge counted when sustained ≥5 consecutive minutes unless excluded above.
Operational signals
Live posture: status. Human acknowledgement during incidents may arrive faster via WhatsApp; tickets preserve audit receipts for finance teams.