Service Level Agreement
Last updated: January 2024
We guarantee your services will be available 99.99% of the time
1. Service Availability
SkulByte guarantees 99.99% monthly uptime for all production services. This equates to a maximum of 4.32 minutes of unplanned downtime per month.
2. What's Covered
This SLA applies to:
- Virtual Private Servers (VPS)
- Dedicated Servers
- Web Hosting accounts
- WordPress Hosting
- Network infrastructure
- DNS services
3. Exclusions
The following are not covered by this SLA:
- Scheduled maintenance (announced 48 hours in advance)
- Emergency security updates
- DDoS attacks beyond our mitigation capacity
- Issues caused by customer actions or configurations
- Third-party service failures
- Force majeure events
4. Service Credits
If we fail to meet the uptime guarantee, you are entitled to service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.99% - 99.9% | 5% |
| 99.9% - 99.5% | 10% |
| 99.5% - 99.0% | 25% |
| 99.0% - 95.0% | 50% |
| Below 95.0% | 100% |
5. Claiming Credits
To claim service credits:
- Submit a support ticket within 7 days of the incident
- Include the affected service and timeframe
- We will verify the downtime and apply credits
- Credits are applied to your next billing cycle
Maximum credit per month is 100% of the affected service's monthly fee. Credits are non-transferable and non-refundable.
6. Network Performance
We guarantee:
- Network availability: 99.99%
- Packet loss: Less than 0.1%
- Network latency: As specified per location
- Bandwidth: As specified in your plan
7. Hardware Replacement
In the event of hardware failure, we guarantee replacement within 4 hours for dedicated servers. VPS instances are automatically migrated to healthy hardware.
8. Support Response Times
| Priority | Response Time | Description |
|---|---|---|
| Critical | 15 minutes | Service completely down |
| High | 1 hour | Major functionality impaired |
| Medium | 4 hours | Minor issues or questions |
| Low | 24 hours | General inquiries |
9. Monitoring
We use industry-leading monitoring tools to track service availability 24/7. Status updates are available at our status page.
10. Contact
For SLA-related inquiries, please contact [email protected]