Legal

Service Level Agreement

Last updated: February 1, 2025

99.99%

Uptime Guarantee on All Services

1. Service Commitment

Appsolutions commits to providing the following uptime guarantees for our cloud services during each calendar month:

Service Monthly Uptime SLA Max Downtime/Month
Compute Instances 99.99% 4.38 minutes
Dedicated Servers 99.99% 4.38 minutes
Object Storage 99.99% 4.38 minutes
Block Storage 99.99% 4.38 minutes
Managed Kubernetes 99.95% 21.9 minutes
Managed Databases 99.95% 21.9 minutes
Load Balancers 99.99% 4.38 minutes
Network/VPC 99.99% 4.38 minutes

2. Service Credits

If we fail to meet our uptime commitment, you are eligible for service credits based on the following schedule:

Monthly Uptime Percentage Service Credit
99.0% - 99.99% 10% of monthly bill
95.0% - 99.0% 25% of monthly bill
Below 95.0% 50% of monthly bill

Note: Service credits are capped at 50% of your monthly bill for the affected service. Credits are applied to future invoices and are not redeemable for cash.

3. Exclusions

The SLA does not apply to service interruptions caused by:

  • Scheduled maintenance (announced 72 hours in advance)
  • Emergency maintenance required for security or stability
  • Customer actions or configurations
  • Third-party services or software
  • Force majeure events (natural disasters, wars, etc.)
  • DDoS attacks or other malicious activity
  • DNS issues outside our control
  • Beta or preview features

4. Claiming Credits

To request service credits:

  1. Submit a support ticket within 30 days of the incident
  2. Include your account ID and affected services
  3. Provide the date, time, and duration of the outage
  4. Describe the impact on your services

We will review your request and respond within 5 business days. If approved, credits will be applied to your next invoice.

5. Uptime Calculation

Monthly uptime percentage is calculated as:

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

Downtime is measured from the time we confirm an issue until service is restored. We monitor all services using multiple independent monitoring systems.

6. Maintenance Windows

Scheduled maintenance:

  • Announced at least 72 hours in advance via email and status page
  • Typically scheduled during low-traffic hours (2:00 AM - 6:00 AM local time)
  • Emergency maintenance may occur with shorter notice for critical security issues

7. Support Response Times

Our support response time commitments by severity and plan:

Severity Basic Business Enterprise
Critical 4 hours 1 hour 15 minutes
High 8 hours 4 hours 1 hour
Normal 24 hours 8 hours 4 hours
Low 48 hours 24 hours 8 hours

8. Contact

For SLA-related inquiries or to submit a credit request:

Support Team

support@appsolutions.com

status.appsolutions.com