Service Level Agreement

1. Coverage

This Service Level Agreement (SLA) applies to you ("The Client") if you have ordered any web hosting or virtual server services from Christo Lochenberg Developments.

2. Network Uptime Guarantee

We guarantee that our network will be available 99.9% of the time in a given calendar month, excluding scheduled maintenance. "Network Uptime" includes the functioning of all network infrastructure including routers, switches, and cabling, but excludes services or software running on your server (e.g., your PHP code).

3. Scheduled Maintenance

From time to time, we may need to perform maintenance on our infrastructure. We adhere to the following:

• We will attempt to provide at least 24 hours' notice for scheduled maintenance.
• Critical security patches may be applied immediately without notice to protect the infrastructure.
• Downtime resulting from scheduled maintenance does not count towards the downtime calculation for SLA credits.

4. SLA Credits (Compensation)

In the event that the network uptime falls below 99.9% in a calendar month, you may be eligible for a credit applied to your next invoice:

5. Exclusions

Credits will not be granted for downtime caused by:

• Force Majeure events (acts of God, war, natural disasters).
• Issues with your ISP, local network, or browser.
• Attacks (DDoS) targeting your specific domain/server.
• Suspension of service due to non-payment or AUP violation.
• Errors caused by client scripts, plugins, or software configurations.

6. Support Response Times

While not a guarantee of resolution time (which depends on complexity), we aim for the following response times:

• Critical (Server Down): 1 Hour
• High (Feature Broken): 4 Hours
• Normal (Questions/Billing): 24 Hours

7. Claim Procedure

To receive an SLA credit, you must log a support ticket within seven (7) days of the incident. Credits are the sole and exclusive remedy for any failure to meet the Uptime Guarantee.