1. Service Commitment

We commit to 99.999% uptime (monthly) for the following services:

• Cloud Servers (Production tier and above)
• Managed Kubernetes
• Managed Databases
• Load Balancers
• Object Storage

Uptime Calculation:
Uptime % = (Total Minutes − Downtime Minutes) / Total Minutes × 100

2. Downtime Definition

Downtime occurs when services are unavailable for 5+ consecutive minutes due to our infrastructure.

Not Counted as Downtime:

• Scheduled maintenance (announced 7+ days in advance)
• Customer-caused issues
• Force majeure events
• Issues with third-party services
• Network issues outside our control
• Customer’s failure to follow documentation

3. Service Credits

If we fail to meet SLA commitments, you receive service credits:

4. Credit Request Process

• Submit within 30 days of incident
• Include dates, times, and affected resources
• We verify and respond within 15 business days
• Credits applied to next monthly invoice

5. Maximum Credit

Total credits in any month are capped at 100% of monthly fees for affected services.

6. Sole Remedy

Service credits are your sole and exclusive remedy for SLA breaches.

7. Scheduled Maintenance

• Announced 7+ days in advance
• Typically performed during low-traffic hours
• Maximum 4 hours per quarter per service
• Emergency maintenance may occur with shorter notice

8. Monitoring

Real-time status available at:
status.yourcompany.com

9. Support Levels

Production Support (Included with Production Plans):

• 24/7 ticket support
• 1-hour response time for critical issues
• 4-hour response for high priority issues
• Direct phone support

Enterprise Support (Custom Plans):

• 15-minute response for critical issues
• Dedicated account manager
• Quarterly business reviews
• Custom SLA terms available

10. Definitions

• Critical Issue: Complete service outage
• High Priority: Significant performance degradation
• Medium Priority: Partial functionality affected
• Low Priority: Minor issues, questions