Service Level Agreement (SLA)

Uptime Guarantee

Adaclare, LLC guarantees the following uptime for our services:

Service Type	Uptime Guarantee	Measurement Period
VPS Hosting	99.9%	Monthly
Shared Hosting	99.9%	Monthly
Reseller Hosting	99.9%	Monthly
Custom Applications	99.5%	Monthly

Our uptime guarantee means that your services will be available for the percentage of time specified above during each calendar month. Downtime refers to periods when the service is unavailable due to issues within our control.

Exclusions

The following are excluded from our uptime calculations:

Scheduled Maintenance: Maintenance activities that we notify you about at least 48 hours in advance.
Emergency Maintenance: Urgent maintenance required to address security vulnerabilities or prevent service disruptions.
Force Majeure Events: Circumstances beyond our reasonable control, including natural disasters, acts of government, civil unrest, acts of terror, strikes, or other labor problems.
Customer-Caused Issues: Problems resulting from your actions, content, applications, or third-party services you use.
DNS Propagation: Domain name system (DNS) issues outside of our direct control.

Service Credits

If we fail to meet our uptime guarantee in a given month, you are eligible for service credits according to the following schedule:

Monthly Uptime	Service Credit (% of Monthly Fee)
99.0% to 99.8%	10%
98.0% to 98.9%	25%
95.0% to 97.9%	50%
Below 95.0%	100%

To request a service credit, you must submit a claim to our support team within 30 days of the end of the month in which the downtime occurred. Service credits will be applied to your next billing cycle and cannot be converted to monetary refunds unless your service is canceled.

Support Response Time

We are committed to providing prompt and effective customer support for all issues. Our target response times are as follows:

Priority Level	Description	Target Response Time
Critical	Service unavailable for all users	30 minutes
High	Service significantly degraded or unavailable for some users	2 hours
Medium	Non-critical feature unavailable or not functioning correctly	8 hours
Low	General inquiries, feature requests, or minor issues	24 hours

Response times are measured from the time we receive your support request. Our support team is available 24/7 for Critical and High priority issues, and during standard business hours (9 AM to 6 PM ET, Monday through Friday) for Medium and Low priority issues.

Monitoring and Reporting

We continuously monitor our services to ensure optimal performance and to detect issues before they affect your service. We provide the following monitoring and reporting tools:

Service Status Page: We maintain a public status page that displays the current status of all our services and reports any ongoing incidents.
Performance Metrics: Customers have access to performance metrics for their services through our control panel.
Incident Reports: After any significant incident, we provide a detailed report outlining what happened, why it happened, and what steps we're taking to prevent similar issues in the future.
Scheduled Maintenance Notifications: We provide advance notice of scheduled maintenance through email and our status page.

Changes to SLA

We may modify this SLA from time to time, and will post the most current version on our website. If a modification is material, we will provide at least 30 days' notice before the changes take effect. By continuing to use our services after those 30 days, you agree to be bound by the modified SLA.

Service Level Agreement