What is an SLA?
An SLA, or Service Level Agreement, is our promise to you about the reliability and availability of our web hosting services. It sets clear expectations for uptime (how often our services are up and running) and what happens if we don't meet these standards.
Our SLA Commitments
Cloud Hosting: Perfect Uptime
- Uptime Promise: 100%
- What This Means: We aim for our cloud hosting to always be online.
Web Hosting: Near-Perfect Uptime
- Uptime Promise: 99.99%
- What This Means: We expect our web hosting to be available almost all the time, with very minimal downtime.
Dedicated and VPS Servers: High Uptime
- Uptime Promise: 99.9%
- What This Means: While we strive for constant availability, these services might have a bit more downtime, but it's still very minimal.
If Things Go Wrong: Our Compensation Plan
- How It Works: If any of our services go below the promised uptime, we'll credit you 5% of your monthly fee for every extra hour of downtime.
- Maximum Compensation: The most we'll credit back is 25% of your monthly fee.
How We Calculate Uptime
- We look at the total time our services should be online and subtract any downtime.
- We only count downtime caused by issues on our side.
- What doesn't count as downtime?
- Scheduled maintenance that was announced earlier, well before the incident happened. This also includes critical maintenance.
- Downtimes that are caused by acts of god, such as earthquakes, floods, hurricanes, and cyclones. Those are outside the control of Cenchu.
- Incidents that are caused by political, geographical, and connectivity issues of the outside world. For example:
- Countries getting sanctioned
- Sattelite and Subsea cable failiures
- NOC failures
Need to Make a Claim?
- How to Claim: If you experience more downtime than our SLA allows, you can file a claim for compensation.
- Time Frame: Make sure to submit your claim within 7 days of the incident.
- Processing Claims: We'll review and process your claim within 30 days.
A Few Important Points
- This SLA covers issues on our end, not problems caused by third-party software or hardware, or your own content.
- The SLA is about uptime. It doesn't cover performance issues or speed. When there are partial downtimes, like when the web server is functioning well, and there is only a partial outage on the email server, such incidents are not covered under this SLA policy.
Keeping You Informed
We might update this SLA, but we'll always let you know if we do.