Risimatihost Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) outlines the core performance standards, uptime guarantees, and support commitments provided by Risimatihost (“Provider”, “we”, “us”) to our subscribers (“Customer”, “you”).
1. Service Uptime Commitment
- Uptime Target: We guarantee a minimum monthly network and server availability of 99.9% during each calendar month.
- Measurement: Uptime is calculated as total minutes in a month minus unscheduled downtime, divided by total minutes in a month.
- Scheduled Maintenance: Routine server upgrades or maintenance do not count as downtime. We will provide at least 48 hours’ advance notice for non-emergency maintenance.
2. 24/7/365 Technical Support Framework
- Support Availability: Our technical support team operates 24 hours a day, 7 days a week, 365 days a year via our ticketing system and customer portal.
- Response Time Commitments:
- Critical / Emergency (Server offline, complete data/site inaccessibility): Initial response within 15 to 30 minutes.
- High Severity (Major feature failure, degraded performance): Initial response within 1 hour.
- Normal / Low Severity (General queries, billing, minor configurations): Initial response within 4 hours.
3. Service Credits for Uptime Violations
If our monthly uptime falls below 99.9%, you may request a service credit applied to your next billing cycle:
- 99.0% – 99.89% uptime: 10% monthly fee credit.
- 95.0% – 98.99% uptime: 25% monthly fee credit.
- Below 95.0% uptime: 50% monthly fee credit.
- Claim Process: Submit a support ticket detailing the downtime within 5 business days of the end of the affected month.
4. Exclusions from Uptime Calculations
Downtime events resulting from the following conditions are excluded:
- Customer-induced coding errors, script failures, or compromised security credentials.
- Scheduled maintenance windows or emergency security patches.
- Third-party software, domain registry issues, or internet provider outages outside our direct network control.
- Force majeure events (acts of God, major fiber cuts, natural disasters, power grid failures beyond backup generator capacity).
5. Backups and Security
- Data Protection: Automated regular server backups are executed as part of our infrastructure commitment.
- Security Measures: Active firewalls, SSL integration capability, and malware mitigation protocols are maintained to safeguard hosted data
