Service Level Agreement (SLA)

1. Infrastructure & Network Uptime Guarantee

HostMyWebCloud provides a 99.99% Network and Infrastructure Uptime Guarantee calculated on a calendar monthly billing cycle basis. This includes the functional operations of all routers, switches, physical compute hypervisors, corporate edge firewalls, and direct core carrier connectivity modules.

Uptime monitoring is continuous and evaluated via external worldwide platform health verification endpoints.

2. Hardware & Host Performance Parameters

• Hardware Replacement: Faulty physical host components (including NVMe/SSD disks, CPU arrays, RAM sticks, and mainboards) will be provisioned, configured, and swapped within 4 hours of fault diagnosis completion.
• Hypervisor Availability: Cloud virtualization nodes are actively monitored. In the event of a underlying node crash, high-availability rules deploy instance migrations automatically.
• Storage Performance: Enterprise storage arrays utilize dedicated high-IOPS storage networks to enforce minimal disk read/write latencies across cloud containers.

3. Technical Support Response Tiers

Our technical support desk operates on a 24/7/365 operational basis to support enterprise infrastructures. Support response times vary depending on the ticket urgency classification assigned by our engineers:

• Priority 1 (Critical Platform Outage): Initial technical review and engineer allocation within 15 minutes. Updates provided every 30 minutes until structural resolution.
• Priority 2 (High / Serious Degradation): Initial technical review within 1 hour. Applies to issues impacting site functions, database bottlenecks, or core service failures.
• Priority 3 (Medium / Normal Requests): Initial response within 4 hours. Applies to general account inquiries, optimization assistance, or deployment changes.

4. Service Credit Remuneration Framework

If HostMyWebCloud fails to meet the guaranteed 99.99% uptime parameters during a calendar month, affected enterprise clients may request a compensation credit allocation to be applied directly against their subsequent monthly subscription invoices. Credits are scaled against total accumulated monthly downtime hours according to the following matrix:

• 99.90% to 99.98% Availability: 5% Credit of the affected monthly subscription value.
• 99.50% to 99.89% Availability: 10% Credit of the affected monthly subscription value.
• 99.00% to 99.49% Availability: 25% Credit of the affected monthly subscription value.
• Below 99.00% Availability: 50% Credit of the affected monthly subscription value.

5. SLA Exclusions & Limitations

SLA availability guarantees and financial credit allocations do not apply under the following conditions:

• Scheduled maintenance windows communicated to the client at least 24 hours prior to service interruptions.
• Emergency emergency patching routines implemented to address critical global zero-day security vulnerabilities.
• Malicious client actions, structural application code errors, database corruptions, or data misconfigurations caused by client software.
• Upstream client DNS propagation delays or local internet connectivity failures outside of HostMyWebCloud edge border gateways.
• Distributed Denial of Service (DDoS) traffic profiling volumes exceeding contractually provisioned baseline mitigation thresholds.
• Force Majeure events including global network carrier breakdowns, acts of nature, civil unrest, or local state utility grid grid outages.

6. Claim Procedures

To submit a formal service compensation review request, accounts must open a Billing ticket through the Client Portal within seven (7) business days from the conclusion of the outage event. The ticket documentation must list the affected IP subnets, associated cloud container IDs, and accompanying logs highlighting network failure times. Credit allocations are non-transferable and cannot be redeemed for fiat cash disbursements.