Service Level Agreement
WaffleHost is committed to providing reliable, high-performance hosting services. This SLA outlines our commitments and your rights as a customer.
1. Service Commitment
We guarantee a monthly uptime of 99.9% for all critical infrastructure components.
2. Definitions
- Monthly Uptime: 100% minus the percentage of downtime minutes
- Unavailable: All connection requests fail within a one-minute period
- Downtime: Total accumulated unavailable time
3. Service Credits
| Monthly Uptime | Service Credit |
|---|---|
| Less than 99.9% but ≥ 99.0% | 10% of monthly fee |
| Less than 99.0% but ≥ 95.0% | 25% of monthly fee |
| Less than 95.0% | 100% of monthly fee |
4. Support Response Time
| Severity | Response Time | Description |
|---|---|---|
| Critical | ≤ 30 minutes | Service completely unavailable |
| High | ≤ 2 hours | Service significantly degraded |
| Normal | ≤ 24 hours | General issues and questions |
5. Exclusions
This SLA does not apply to unavailability caused by:
- Account suspension due to violation of terms
- Force majeure events
- Actions by you or third parties
- Your equipment or software
- Scheduled maintenance (with advance notice)
6. Claiming Credits
To receive service credits:
- 1. Open a support ticket within 30 days of the incident
- 2. Provide dates and times of the service disruption
- 3. Include any error messages or relevant details
Credits will be applied as a discount on your next billing cycle
Last updated: December 20, 2024