SLA Agreement

Service Level Agreement (SLA) – CloudHostID

Introduction
CloudHostID is committed to delivering secure, stable, and reliable hosting services. This SLA defines the standards of uptime, support response, and compensation in case of service disruption.

1. Service Availability

• CloudHostID guarantees 99.9% uptime per calendar month.
• Scheduled maintenance will be announced in advance.
• Downtime caused by external factors (ISP issues, force majeure, large-scale DDoS attacks) is excluded from SLA calculations.

2. Support & Response Time

• Technical support is available 24/7 via support tickets and email.
• Initial response time: within 1 hour.
• Resolution time depends on issue complexity, with regular updates provided.

3. Maintenance & Updates

• Routine maintenance is performed to ensure security and performance.
• Notifications will be sent via announcements and email prior to major updates.

4. Compensation Policy
If uptime falls below 99.9% in a given month, customers are entitled to service credits:

• 99% – 99.9% uptime: 5% credit of monthly fee.
• 95% – 99% uptime: 10% credit of monthly fee.
• Below 95% uptime: 25% credit of monthly fee.
  Claims must be submitted via support ticket within 7 days of the affected month.

5. Customer Responsibilities

• Maintain account security (username & password).
• Avoid using services for illegal activities, spam, or malware distribution.
• Ensure applications and configurations follow security best practices.

6. Updates to SLA
CloudHostID may update this SLA periodically. Changes will be communicated through the announcements page and official notifications.

Contact Us
For questions regarding this SLA, please contact:
📧 support@cloudhostingid.com
🌐 https://cloudhostingid.com