Service Agreement

 

Service Level Agreement

Service Agreement Offered to Web Hosting Services

This Service Level Agreement (SLA) applies to the full range of services offered by ZEBRABYTE LIMITED.

By "uptime," we refer to the annual percentage during which your website is accessible from a neutral location via HTTP. The uptime is measured by ZEBRABYTE LIMITED’s monitoring systems.

We guarantee an uptime of 99.9%. If this value drops below 99.9%, the downtime period will be compensated proportionally on the next invoice:

Uptime/Percent Compensation

99.0% - 99.8% : 5%

98.0% - 98.9% : 10%

95.0% - 97.9% : 20%

90.0% - 94.9% : 50%

0.00% - 89.9% : 100%

If uptime drops below 99.9%, compensation is calculated based on the billing cycle of the last paid proforma, using the formula: [Number of Downtime Hours / (Paid Days * 24)] * 100.

For servers where the client assumes responsibility for quality management, the SLA refers only to the availability of network connectivity for the managed equipment.

ZEBRABYTE LIMITED will use technical, commercial, and organizational methods to provide 24/7 services. Clients acknowledge that services may be temporarily inaccessible or inoperable for various reasons, including scheduled maintenance or upgrades. ZEBRABYTE LIMITED will notify clients at least 48 hours before maintenance operations lasting more than 15 minutes and will minimize interruptions.

Client accounts will not be credited under this SLA if downtime is caused by:

Improper operation of services beyond ZEBRABYTE LIMITED’s control

Telecommunications or digital transmission line downtime, network attacks, or congestion

Wars, earthquakes, natural disasters

Fires, viruses, hacking, or cracking

DDOS attacks, embargos, or actions by authorities

Hardware failures

DNS issues or other uncontrollable problems

Client connectivity issues with FTP, POP, IMAP, DNS, or the web

Account credits are applied as discounts on future invoices, based on the recurring annual fees.