Service Level Agreement

1. Service Commitment

HostePilot will use commercially reasonable efforts to maintain service availability at or above 99.9% per calendar month for covered infrastructure services, excluding maintenance windows, force majeure events, provider outages outside our control, and customer-side configuration issues.

2. Maintenance

Planned maintenance may be performed during low-traffic windows where practical. Emergency maintenance may occur without prior notice when needed to protect security, stability, or platform integrity.

3. Monitoring and Incident Response

• We monitor service health, logs, queue failures, and application availability.
• Severity classification is based on service impact, scope, and risk to customer workloads.
• Support channels may include email, ticketing, and operational alerts.

4. Support Response Targets

• Critical issues: initial response within 1 hour where possible.
• High issues: initial response within 4 business hours.
• Standard requests: response within 1 business day.

5. Service Credits

If we fail to meet the uptime target for a covered service, eligible customers may request service credits according to the plan or written agreement governing the service. Credits are the exclusive remedy for SLA downtime unless otherwise required by law or written contract.

6. Exclusions

• Customer misconfiguration, misuse, or credential compromise.
• Third-party outages including registrars, upstream networks, payment processors, or DNS providers.
• Suspension for abuse, non-payment, legal compliance, or security reasons.
• Scheduled maintenance that has been announced in advance where feasible.

7. Claim Procedure

To request review of an SLA event, contact support at support@frankhost.us with the affected service name, incident window, and any relevant logs or screenshots. Requests should be made within a reasonable time after the incident.

8. Governing Law

This SLA is governed by the laws of the Republic of Uganda and interpreted together with the Terms of Service and any service-specific order form or contract.

9. Relationship to Other Policies

This SLA works together with the Terms of Service and Privacy Policy. If there is a conflict, the written order form or signed contract for a specific service will control, then the service terms, then this SLA, then general site policies.