Service Level Agreement

This Service Level Agreement (“SLA”) is a part of our Terms and Conditions and applies to you if you have purchased website hosting services from TopSyde.

1. Service Commitment: 99.9% Uptime Guarantee

TopSyde is committed to providing a reliable hosting environment. We guarantee a Monthly Uptime Percentage of at least 99.9% for your website.

2. Definitions

“Monthly Uptime Percentage” is calculated as: (Total minutes in a calendar month - Downtime minutes) / Total minutes in a calendar month × 100.
“Downtime” means the total number of minutes in a calendar month during which your website is unavailable and inaccessible to the public, measured based on our internal server monitoring systems.

3. Exclusions from Downtime Calculation

Downtime does not include any service unavailability resulting from:

Scheduled Maintenance: Maintenance with at least 24 hours of advance notice.
Emergency Maintenance: Critical maintenance for security or stability.
Client-Side Issues: Issues caused by your code, applications, plugins, themes, or misconfigurations.
Third-Party Services: Failures of services not managed by TopSyde.
Malicious Acts: Security breaches, denial-of-service attacks, or other malicious actions.
Force Majeure Events: Circumstances beyond our reasonable control.

4. Service Credits

If we fail to meet the 99.9% Uptime Guarantee in any calendar month, you may be eligible to receive a service credit:

99.0% to 99.89% Uptime: 5% credit of your monthly fee.
Below 99.0% Uptime: 10% credit of your monthly fee.

5. Credit Request Process

To receive a service credit, submit a request by opening a support ticket within seven (7) days of the end of the month in which the downtime occurred. The request must include the dates and times of the suspected downtime. Credits will be applied to your next invoice and are non-transferable.

6. Sole Remedy

The service credits described in this SLA shall be your sole and exclusive remedy for any failure by TopSyde to meet the Uptime Guarantee.