Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes the levels of service you can expect from DeployBase. It applies to all paid hosting services and is part of your agreement with us.

We are committed to providing reliable, high-performance hosting. This SLA outlines our uptime commitment and the remedies available to you if we fail to meet it.

2. Uptime Guarantee

We guarantee 99.9% uptime for all hosting services, calculated on a monthly basis. This means your services may be unavailable for a maximum of:

• 43 minutes and 49 seconds per month
• 10 minutes and 4 seconds per week

"Uptime" is defined as the percentage of time your hosting account is accessible via HTTP/HTTPS, excluding scheduled maintenance and circumstances beyond our control.

3. Service Credits

If we fail to meet our uptime commitment, you are eligible for service credits based on the following schedule:

Service credits are applied to your next billing cycle. Credits cannot exceed 100% of your monthly hosting fee.

4. Exclusions

The uptime guarantee does not apply to:

• Scheduled maintenance (announced at least 24 hours in advance)
• Emergency maintenance required for security or stability
• Issues caused by your code, configuration, or third-party services
• DNS propagation delays
• Domain expiration or transfer issues
• Force majeure events (natural disasters, war, etc.)
• Issues with third-party networks or internet providers
• Suspension of your account due to Terms of Service violations
• Exceeding plan resource limits

5. Requesting Credits

To request a service credit:

1. Submit a support ticket within 7 days of the incident
2. Include the dates and times of the outage
3. Provide any error messages or logs if available
4. Our team will verify the outage and apply credits if warranted

Credits are typically processed within 5 business days of verification.

6. Maintenance Windows

Scheduled maintenance is typically performed during:

• Tuesdays and Thursdays, 2:00 AM - 6:00 AM UTC
• Weekends for major updates (with 72-hour notice)

We will notify you of scheduled maintenance via email and our status page at least 24 hours in advance.

7. Support Response Times

We commit to the following response times based on priority:

8. Data Protection

We implement the following data protection measures:

• Daily automated backups retained for 7-30 days (plan dependent)
• RAID storage for data redundancy
• Geographically distributed backup locations
• Encrypted data at rest and in transit
• 24/7 security monitoring