Star Infomatic – Service Level Agreement (SLA)

1. Availability & Performance

We aim to provide high-availability hosting services. Our target uptime is 99.9% (or whatever figure you choose) per calendar month for our core infrastructure.

2. Credits for Downtime

If availability falls below the target and you submit a valid claim within 14 days, you may receive service credits. The credit terms will depend on the severity and duration of the outage.

3. Exclusions

The SLA does not apply to downtime caused by:

• Scheduled maintenance (we will provide notice).

• Factors outside our reasonable control (force majeure, third-party issues, DDoS beyond mitigation capacity).

• Your own actions, misuse or violation of Terms.

• Problems with your network, devices or software.

4. Claim Procedure

To claim credits:

• Submit a ticket with incident details (time, duration, logs).

• We will verify and calculate eligible credit.

• Credit will be applied to your next billing cycle or as otherwise agreed.

5. Termination Due to Performance

If we fail to meet the SLA for three consecutive billing periods, you may terminate the service without penalty (subject to specific conditions).