WafaTech Uptime Guarantee Limitations
Scope of Uptime Guarantee
The uptime guarantee provided by WafaTech applies exclusively to network and instance availability under normal operational circumstances. It is important for customers to understand that this guarantee does not cover the following:
1. Server-Side Software Uptime: Any disruptions due to server-side software or operating systems.
2. Improper Configurations: Issues arising from incorrect setup or configuration of the instance.
3. Security Attacks: Outages resulting from a denial of service attack targeted at your specific instance.
4. Instance Suspension or Interruption: This includes instances that are paused, halted, or suspended for any reason.
5. Non-Network or Non-Host Node Issues: Any outage caused by factors outside of WafaTech’s direct control, including but not limited to actions taken for upgrading, troubleshooting, or other maintenance tasks performed by WafaTech.
Exclusions During Maintenance and Updates
The uptime guarantee does not apply during periods of scheduled maintenance provided that customers are given a minimum of twenty-four (24) hours notice. It also does not apply to outages or packet loss lasting less than ten (10) minutes that occur due to urgent, time-critical patches or updates.
Combination of Guarantees
It is also stipulated within this SLA that guarantees cannot be combined. For instance, a hardware outage that coincides with a network disruption will be treated as a single event rather than multiple incidents for credit calculation. The credit awarded will be based on the entire event as one outage.
Conclusion
This policy outlines the limitations of the uptime guarantee to ensure clarity between WafaTech and its customers. Understanding these limitations helps set appropriate expectations regarding the scope of our service commitments. For any further questions or specific issues related to this policy, customers are encouraged to contact WafaTech support.
