Service Level Agreement
Last updated: January 2026
1. Scope
This SLA applies to all active hosting and care plans.
2. Uptime commitment
We target 99.9% monthly uptime, excluding scheduled maintenance announced at least 48 hours in advance and events beyond our control.
3. Service credits
If monthly uptime falls below 98%: 95.0–97.9% earns a 10% credit, 90.0–94.9% earns 25%, below 90% earns 50% of that month's fee. Credit requests must be made within 30 days.
4. Support response
Critical issues: 1 hour. High priority: 4 hours. Normal requests: 1 business day. Business hours are Sunday–Thursday, 9:00–18:00 Gulf Standard Time.
5. Backups & restores
Daily backups are retained for 14 days. Restores requested through support are performed free of charge.
6. Exclusions
The SLA does not cover issues caused by client-side code changes, third-party services, or suspended accounts.
7. Contact
SLA questions? Email [email protected].