Service Level Agreement (SLA)
This Service Level Agreement ("SLA") governs the uptime and performance commitments of Demo Reseller for web hosting services. This SLA is incorporated into our Terms of Service.
1. Uptime Commitment
We guarantee 99.9% monthly uptime for all shared hosting plans. This equates to a maximum of approximately 43 minutes of unplanned downtime per month.
Uptime is measured as: (Total Minutes – Downtime Minutes) / Total Minutes × 100%
2. Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance (announced at least 24 hours in advance)
- Downtime caused by your application code, configuration, or resource abuse
- DDoS attacks or network events outside our infrastructure
- Third-party service failures (registrar, DNS propagation, payment processors)
- Force majeure events (natural disasters, civil unrest, power outages affecting our facility)
3. Service Credits
If monthly uptime falls below 99.9%, you are entitled to service credits:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 5% of monthly fee |
| 95.0% – 98.9% | 15% of monthly fee |
| Below 95.0% | 30% of monthly fee |
Credits are applied to your account wallet automatically where downtime is verified. Credits cannot exceed one month's hosting fee and cannot be converted to cash.
4. Maintenance Windows
Scheduled maintenance is performed between 01:00–04:00 WAT (West Africa Time) on weekdays where possible. Emergency maintenance may occur without advance notice but will be communicated via email as soon as possible.
5. Support Response Times
| Priority | Examples | First Response |
|---|---|---|
| Critical | Complete service outage | Within 1 hour |
| High | Hosting down, email failure | Within 4 hours |
| Normal | Billing, domain questions | Within 24 hours |
| Low | Feature requests, general info | Within 48 hours |
6. Claiming Credits
To claim an SLA credit, open a support ticket within 7 days of the incident, referencing the date and duration of the downtime. We will verify against our monitoring logs and apply credits within 5 business days.
7. Contact
For SLA queries: billing@naijacloud.ng