Service Level Agreement (SLA)

We strive to maintain a 99.9% uptime for all web applications and websites hosted on our managed infrastructure.

• Uptime is calculated on a monthly basis.
• Guarantees do not include scheduled maintenance windows.
• Third-party provider outages (e.g., AWS, Cloudflare) are excluded.

Periodic maintenance is required to keep our systems secure and optimized.

• Clients will be notified 24 hours in advance of any scheduled downtime.
• Maintenance is typically performed during low-traffic hours (GMT+6).
• Emergency security patches may be applied without prior notice.

We categorize support requests into priority levels to ensure critical issues are addressed immediately.

• Critical (Site Down): 2-4 hours response time.
• High (Core Functionality Broken): 8-12 hours response time.
• Normal (General Queries/Requests): 24-48 hours response time.

This SLA applies only to projects with an active Maintenance & Support agreement.