Service Level Agreement (SLA)

1. Definitions

• Monthly Uptime Percentage: total minutes in a month minus downtime minutes, divided by total minutes.
• Downtime: a period when an eligible service is unavailable due to a service-side issue.
• Eligible Service: services explicitly covered by your plan and not excluded below.

2. Availability target

KmerHosting targets high availability for eligible services. Availability targets may vary by product (Shared, VPS, Dedicated, and managed services) and by region. If you require contractual targets for a specific workload, request the exact target in writing before deployment.

3. Exclusions

Service credits are generally not provided for downtime resulting from:

• Customer-side misconfiguration, abusive traffic, or compromised credentials.
• Scheduled maintenance announced in advance, when possible.
• Third-party software, upstream providers, or external network events outside reasonable control.
• Force majeure events (natural disasters, broad outages, or similar emergencies).

4. How to request service credits

1. Open a support ticket with the affected service, timeframe, and relevant evidence (screenshots/logs).
2. Include your account email and invoice/order identifier.
3. Submit the request within a reasonable window after the incident (recommended: within 7 days).

5. Service credit guidelines

If approved, credits are typically applied to future invoices for the affected service. Credits are not redeemable for cash unless required by applicable law. The exact credit amount depends on the incident impact and your service plan.

6. Incident communication

During significant incidents, KmerHosting may provide updates through support channels and status communications where available. For critical workloads, ensure you have up-to-date contact details and incident-response procedures.

7. Contact

For SLA questions, contact support using your account dashboard, or email [email protected].