Service Level Agreement
Last updated: March 20, 2026
1. Overview
This Service Level Agreement ("SLA") defines the service level commitments provided by Global Services for managed hosting and infrastructure services. This SLA applies unless superseded by a specific agreement with a client.
2. Uptime Commitment
| Service Tier | Uptime Target | Max Monthly Downtime |
|---|---|---|
| Standard Hosting | 99.5% | ~3.6 hours |
| Managed VPS | 99.9% | ~43 minutes |
| Critical Infrastructure | 99.95% | ~22 minutes |
3. Exclusions
Uptime calculations exclude downtime caused by:
- Planned maintenance (announced 48 hours in advance)
- Force majeure events (natural disasters, widespread internet outages)
- Client-requested changes or actions
- Third-party service failures (upstream provider outages, DNS registrar issues)
- DDoS attacks or other malicious activity beyond reasonable prevention
4. Incident Response
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | Complete service outage | 15 minutes | 4 hours |
| High (P2) | Major functionality impaired | 1 hour | 8 hours |
| Medium (P3) | Minor functionality affected | 4 hours | 24 hours |
| Low (P4) | Informational request | 1 business day | 5 business days |
5. Backup and Recovery
- Database backups: Daily automated backups to AWS S3 with 30-day retention
- File backups: Weekly full backups with 6-month retention
- Recovery Time Objective (RTO): 4 hours for managed VPS services
- Recovery Point Objective (RPO): 24 hours (last daily backup)
- Restore testing: Periodic verification of backup integrity
6. Security
- Firewall management and intrusion detection (Fail2Ban, UFW)
- SSL/TLS certificate management (Let's Encrypt auto-renewal)
- Automated security updates for operating system and core packages
- SSH key-only authentication (password login disabled)
- Security incident reporting within 48 hours of detection
7. Monitoring
All managed services include:
- Server health monitoring (CPU, memory, disk, network)
- Service availability checks (HTTP, SSH, database)
- Automated alerting for anomalies and threshold breaches
- Log aggregation and review
8. Service Credits
If we fail to meet uptime commitments, eligible clients may receive service credits as follows:
- 99.0% — 99.5% uptime: 10% credit on monthly fee
- 95.0% — 99.0% uptime: 25% credit on monthly fee
- Below 95.0% uptime: 50% credit on monthly fee
Service credits must be requested within 30 days of the incident and are applied to future invoices.
9. Contact
For questions about this SLA or to report an incident, please contact us.