Service Level Agreement (SLA)

This SLA defines the uptime commitments of SKPHost Web Solution (“Company”).

1. Uptime Guarantee

  1. We guarantee 99.9% network uptime per month.
  2. Downtime is measured by our internal monitoring systems.

2. Scope

  1. SLA applies to network and server availability only.
  2. It does not cover customer software, third-party apps, or local ISP issues.

3. Exclusions

  1. Scheduled maintenance with prior notice.
  2. DDoS attacks, hacking attempts, abuse suspension.
  3. Force majeure events (natural disasters, war, pandemics).
  4. Customer misconfiguration or overuse of resources.

4. SLA Credits

  1. Credits are issued as account credits only (no cash refunds).
  2. Credit amount is proportional to downtime duration.
  3. Credits cannot exceed one month’s service fee.

5. Claim Process

  1. Customer must submit SLA claim via support ticket within 7 days of downtime.
  2. Claim must include timestamps, logs, or other relevant evidence.
  3. Company decision on claim validity is final.

6. Updates

  1. Company may revise SLA terms at any time to reflect technology, vendor, or legal updates.