Service Level Agreement (SLA)
Overview:
This Service Level Agreement (SLA) provides a 99.999% uptime guarantee, focusing on network and host node availability. This SLA acts as a supplement to the Terms and Conditions agreed upon by you when becoming a WafaTech customer, which are incorporated by reference into this SLA and are an indispensable part of its terms.
Scope of Uptime Guarantee:
The uptime guarantee offered by WafaTech is applied on a per-service-item basis rather than across your entire invoice or account. This means that if you have multiple services or servers with us, the guarantee applies individually to each service item. For example, if you have fifty (50) servers and one (1) experiences downtime, any credit offered under this SLA would be calculated based on the downtime of that single server, not across all servers or your entire account.
Exclusions
This uptime guarantee does not cover the following aspects of WafaTech services:
- Accessibility of WafaTech web properties
- DNS servers
- API services
- Control panel functionality
These exclusions are important to note as downtime affecting these areas does not qualify for SLA credits.
Application of SLA Credits
In the event of downtime that falls under this SLA, the applicable credit will be calculated as a proportion of the affected service's downtime, consistent with the terms outlined above.
Conclusion
This SLA underscores WafaTech's commitment to providing reliable and continuous service. For more information on this guarantee, or to report a service issue qualifying for an SLA credit, please contact WafaTech support.
