This Service Level Agreement ("SLA") is a policy governing the use of the WebIQ Web Services ("we", "us", or "our") under the terms of the WebIQ Terms of Service. This SLA applies separately to each account using our services.
1. Service Commitment
WebIQ Web Services is committed to providing a highly reliable hosting environment. We guarantee that our network and core services will be available 99.9% of the time in a given billing cycle.
2. Calculating Uptime
Uptime is calculated based on monitoring systems maintained by WebIQ Web Services. "Downtime" refers to a period during which your services are completely unreachable from the public internet due to a failure in our core network or infrastructure.
3. SLA Credits
If we fail to meet our 99.9% uptime guarantee during any monthly billing cycle, you may be eligible for a service credit. Credits are calculated as a percentage of your monthly fee for the affected service, as follows:
- 99.0% - 99.89%: 10% Service Credit
- 95.0% - 98.99%: 25% Service Credit
- Less than 95.0%: 50% Service Credit
4. Exclusions
The SLA commitment does not apply to any downtime or performance issues that result from:
- Scheduled maintenance or emergency maintenance windows (we will provide advance notice whenever possible).
- Factors outside of our reasonable control, including force majeure events, natural disasters, or widespread internet outages.
- Issues caused by your equipment, software, or third-party applications.
- Suspension or termination of your account due to a violation of our Terms of Service or Acceptable Use Policy.
5. Requesting a Credit
To request a service credit, you must submit a support ticket within 30 days of the incident. Your request must include the dates and times of the downtime. Credits will be applied to future invoices and are not refundable as cash.
6. Sole Remedy
This SLA represents your sole and exclusive remedy for any failure by WebIQ Web Services to meet our service availability commitments.