Service Level Agreement
This template outlines the standard service levels that Dot Com Services, EOOD (the “Company”) aims to provide for hosting and infrastructure services.
1) Scope and Definitions
- Service: web hosting, VPS/servers, managed hosting, platforms and related support.
- Monthly Availability: the percentage of time the Service is reachable and functioning as intended.
- Scheduled Maintenance: pre‑announced maintenance windows.
- Force Majeure: events beyond reasonable control (e.g., natural disasters, large‑scale Internet outages, acts of war).
2) Availability Target
The Company targets 99.9% monthly availability (~43 minutes maximum monthly unavailability). Availability is calculated per calendar month excluding: (a) scheduled maintenance; (b) force majeure; (c) incidents caused by the Client/third parties outside our control; (d) third‑party registries/networks outages.
3) Scheduled Maintenance
- Typical window: every Sunday 00:00–06:00 (EET/EEST, Europe/Sofia), as needed.
- Notice: at least 24 hours via site/email (where applicable).
4) Incident Management & Response Times
| Priority | Description | Initial Response | Restoration Target |
|---|---|---|---|
| P1 – Critical | Complete outage / many customers | within 15 min | target: within 4 h* |
| P2 – High | Severe degradation | within 1 h | target: within 12 h* |
| P3 – Normal | Minor issues/requests | within 1 business day | best effort, typically within 5 business days* |
* Targets, not guarantees; actual timelines depend on complexity, vendors, and access.
5) Monitoring & Communications
- 24/7 monitoring of key components.
- Communication for P1/P2 incidents via email/system notifications.
6) Service Credits
If monthly availability falls below the target (as measured by us and corroborated by logs), the Client may request a service credit for the affected Service within 10 business days after month‑end.
| Monthly Availability | Credit |
|---|---|
| < 99.9% and ≥ 99.5% | 10% of monthly fee |
| < 99.5% and ≥ 99.0% | 25% of monthly fee |
| < 99.0% | 50% of monthly fee |
Credits in total shall not exceed 50% of the monthly fee. No cash refunds.
7) Exclusions
- Scheduled maintenance and changes requested by the Client.
- Issues caused by Client code/configuration, abuse, or breach of ToS/Policies.
- Third‑party networks/registries, CDN issues, DDoS beyond included protection plans.
- Force majeure events.
8) Client Responsibilities
- Provide current incident contacts and timely access.
- Keep applications updated and secure; adhere to Anti‑Spam/ToS.
9) Changes
The Company may update this SLA by posting on the website and/or notifying where required. Any deviations are governed by contract.