Service Level Agreement (SLA)

Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines the level of service you can expect from Clytrix in terms of uptime, support, and overall service quality. This agreement applies to all customers who have subscribed to our hosting services and forms an integral part of our Terms and Conditions.

1. Purpose

The purpose of this SLA is to define the performance metrics, responsibilities, and remedies applicable to the hosting services provided by Clytrix. It aims to ensure our commitment to delivering reliable, consistent, and efficient services to our customers.

2. Uptime Guarantee

• 99.9% Uptime: We guarantee that our services will be available 99.9% of the time in a calendar month, excluding scheduled maintenance and events beyond our control (e.g., force majeure).
• Downtime includes any period where your website, email, or server is inaccessible due to infrastructure issues.
• Calculation: Uptime is calculated as ((Total Minutes in a Month - Downtime) / Total Minutes in a Month) x 100%.

3. Service Availability

Our hosting services include the following components, each with specific guarantees:

• Web Hosting: Reliable access to your hosted website and resources.
• DNS Services: Continuous and accurate DNS resolution for your domains.
• Email Hosting: Stable email services for sending and receiving emails.

4. Support Response Times

We aim to provide prompt and efficient support to resolve customer issues. The following response times apply:

• Critical Issues (e.g., service downtime): Initial response within 30 minutes.
• High Priority (e.g., performance issues): Initial response within 2 hours.
• General Support (e.g., technical inquiries): Initial response within 6 hours.

Support is available 24/7 via live chat, email, and our customer portal.

5. Scheduled Maintenance

We perform regular maintenance to ensure the reliability and security of our infrastructure. Customers will be notified at least 48 hours in advance of any planned maintenance, which is typically scheduled during off-peak hours. Scheduled maintenance does not count as downtime under this SLA.

6. Remedies for Downtime

If we fail to meet our uptime guarantee, customers may be eligible for service credits:

• Uptime of 99.0% - 99.8%: 10% credit of the monthly service fee.
• Uptime of 98.0% - 98.9%: 25% credit of the monthly service fee.
• Uptime below 98.0%: 50% credit of the monthly service fee.

To request a credit, you must submit a claim within 10 days of the reported downtime.

7. Customer Responsibilities

To ensure optimal performance and service delivery, customers are responsible for the following:

• Keeping account information and contact details up to date.
• Adhering to our Terms and Conditions and Acceptable Use Policy.
• Regularly backing up critical data to prevent loss.
• Reporting issues promptly to our support team.

8. Exclusions

This SLA does not cover downtime or issues caused by:

• Customer's actions, negligence, or misuse of services.
• Issues arising from third-party applications or integrations.
• Force majeure events such as natural disasters, cyberattacks, or power outages.
• Network disruptions or latency outside our control, including your ISP.

9. Data Privacy and Security

We are committed to protecting your data and ensuring its confidentiality. Please refer to our Privacy Policy for details on how we handle your information.

10. Modifications to SLA

We reserve the right to update this SLA at any time. Changes will be communicated via email or our website. Continued use of our services constitutes acceptance of the updated SLA.

11. Governing Law

This SLA is governed by the laws of [Your Jurisdiction]. Any disputes arising under this agreement will be resolved in the courts of [Your Jurisdiction].

12. Contact Information

If you have questions about this SLA or need further assistance, please contact us:

• Email: support@clytrix.com
• Website: www.clytrix.com

Thank you for choosing Clytrix. We are committed to providing you with the best possible hosting experience.