Service Level Agreement (SLA)

Last Updated: January 1, 2023

1. Service Commitment

Your Hosting Company ("Company", "we", "us", or "our") guarantees 99.9% network uptime for all hosting services. This SLA applies to all paid hosting plans.

2. Uptime Calculation

Uptime is calculated as follows:

Uptime Percentage = (Total Minutes - Downtime Minutes) / Total Minutes × 100

Total Minutes is based on a 30-day period (43,200 minutes).

3. Service Credits

If we fail to meet the 99.9% uptime guarantee, you may be eligible for service credits:

Uptime Percentage	Credit Percentage
99.0% to 99.9%	5% of monthly fee
95.0% to 98.9%	10% of monthly fee
90.0% to 94.9%	25% of monthly fee
Below 90.0%	50% of monthly fee

4. Credit Request Process

To request a service credit:

1. Submit a request within 30 days of the incident
2. Include details of the downtime (dates/times affected)
3. Provide any error messages received

Credits will be applied to your next billing cycle.

5. Exclusions

Downtime does not include periods of:

• Scheduled maintenance (with at least 24 hours notice)
• Customer-caused outages
• Force majeure events (natural disasters, etc.)
• Issues with third-party services not under our control
• Violations of our Terms of Service

6. Support Response Times

We guarantee the following response times for support tickets:

Priority Level	Response Time
Critical (Service Down)	1 hour
High (Severe Impact)	4 hours
Medium (Moderate Impact)	12 hours
Low (Minimal Impact)	24 hours

7. Maintenance Windows

We may perform scheduled maintenance during these hours:

• Standard Maintenance: 02:00 - 04:00 (Local Time Zone), Tuesday/Thursday
• Emergency Maintenance: As needed with maximum advance notice

8. Data Backup Policy

For applicable services:

• Daily backups retained for 7 days
• Weekly backups retained for 4 weeks
• Customers are responsible for maintaining their own backups

9. Limitations

Service credits are your sole and exclusive remedy for any failure to meet this SLA. Total credits in any month may not exceed 50% of your monthly fee.

10. Changes to SLA

We may update this SLA with 30 days notice. Continued use of services constitutes acceptance of the modified SLA.

11. Contact Us

For SLA-related inquiries, please contact us at:

Email: support@yourhostingcompany.com
Phone: +27 21 123 4567
Address: 123 Hosting Street, Cape Town, South Africa