Service Level Agreement
Our commitment to providing reliable, high-performance services with guaranteed uptime and support
System Uptime
99.9%
Guaranteed system availability
Response Time
< 1s
Average server response time
Resolution Time
4h
Critical issue resolution time
Support Coverage
24/7
Technical support availability
Service Scope
- •Web application hosting and maintenance
- •Database management and backup
- •Security monitoring and updates
- •Technical support and issue resolution
- •Performance monitoring and optimization
Support Levels
- •Level 1: Basic support (24/7 email support)
- •Level 2: Enhanced support (Phone + Email)
- •Level 3: Premium support (Dedicated support manager)
- •Emergency support for critical issues
Response Times
- •Critical Issues: < 1 hour
- •High Priority: < 4 hours
- •Medium Priority: < 8 hours
- •Low Priority: < 24 hours
Service Credits
- •Uptime < 99.9%: 10% service credit
- •Uptime < 99%: 25% service credit
- •Uptime < 98%: 50% service credit
- •Response time violation: 5% service credit
Need Support?
Our technical support team is available 24/7 to help you with any issues or questions about our services.