Service Level Agreement
SLA framework only. No uptime percentage or credit entitlement is promised by this draft.
IMPORTANT: Draft for company and legal review. Do not publish as finalized policy without approval.
Service scope
The applicable order must identify which hosting services, locations and support levels are covered.
Availability measurement
Before offering an SLA, define the availability target, measurement method, monitoring source, reporting period and qualifying downtime.
Exclusions
Agree exclusions for scheduled maintenance, customer-caused incidents, force majeure, third-party services and other circumstances where appropriate.
Incident response
Publish realistic support hours, escalation paths and response objectives after validating staffing and monitoring capabilities.
Claims and credits
If credits are offered, specify eligibility, claim windows, caps and calculation rules in the executed agreement. No automatic credits are provided by this draft.