This Service Level Agreement (SLA) defines the level of service you can expect from myPandos Solutions. We are committed to providing reliable, high-performance hosting services and infrastructure.
1. Uptime Guarantee
Network Uptime
We guarantee 99.9% network uptime for all our hosting services. This means your services will be accessible via the internet at least 99.9% of the time during any given month.
Server Uptime by Service Type
| Service | Uptime Guarantee |
|---|---|
| Web Hosting | 99.9% |
| VPS Hosting | 99.95% |
| Dedicated Servers | 99.99% |
| Cloud Hosting | 99.99% |
| Email Hosting | 99.9% |
2. Uptime Calculation
Uptime percentage is calculated as follows:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
Monthly calculations are based on a 30-day period (43,200 minutes).
3. Service Credits
If we fail to meet our uptime guarantee, you are entitled to service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 98.0% - 98.99% | 25% of monthly fee |
| 97.0% - 97.99% | 50% of monthly fee |
| Below 97.0% | 100% of monthly fee |
Maximum credit: Service credits are capped at 100% of your monthly service fee.
4. Exclusions
The following events are excluded from uptime calculations:
- Scheduled maintenance (with at least 48 hours advance notice)
- Emergency maintenance required for security or stability
- Downtime caused by customer actions or configurations
- Third-party service outages (DNS, registrars, payment processors)
- Force majeure events (natural disasters, war, government actions)
- DDoS attacks or other malicious activities
- Customer account suspension for policy violations
5. Scheduled Maintenance
We perform scheduled maintenance to ensure optimal performance and security:
- Maintenance windows: Typically Tuesdays and Thursdays, 02:00-06:00 CAT
- Advance notice: Minimum 48 hours for planned maintenance
- Duration: Most maintenance completed within 2 hours
- Communication: Email notification and status page updates
6. Support Response Times
| Priority | Description | Initial Response | Resolution Target |
|---|---|---|---|
| Critical | Service completely down | 15 minutes | 4 hours |
| High | Major functionality affected | 1 hour | 8 hours |
| Medium | Partial service degradation | 4 hours | 24 hours |
| Low | General inquiries | 24 hours | 72 hours |
7. Data Protection
Backup Services
- Daily automated backups for web hosting
- Weekly full backups with daily incremental for VPS
- Backup retention: 7-30 days depending on plan
- Customer-initiated backups available on demand
Data Recovery
- Free data restoration from our backup systems
- Recovery time: 1-4 hours depending on data size
- Data integrity verification included
8. Hardware Replacement
For dedicated servers and physical infrastructure:
- Hardware monitoring: 24/7 automated monitoring
- Component replacement: Within 4 hours of failure detection
- Full server replacement: Within 24 hours if required
- No additional charge for hardware failure replacements
9. Claiming Service Credits
To claim service credits:
- Submit a support ticket within 30 days of the incident
- Include the date, time, and duration of the outage
- Provide any relevant logs or monitoring data
- Credits will be applied within 30 days of approval
Service credits are non-transferable, cannot be converted to cash, and expire 12 months after issuance.
10. Customer Responsibilities
To maintain SLA coverage, customers must:
- Maintain valid contact information in their account
- Respond to security notifications within 24 hours
- Not exceed resource limits defined in their plan
- Comply with our Terms of Service and Acceptable Use Policy
- Keep software and applications updated
11. Changes to This SLA
We may update this SLA from time to time. Changes will not reduce service levels for existing customers during their current billing term. We will provide 30 days notice before any material changes take effect.
12. Contact Information
For SLA-related inquiries or to report an outage:
- Emergency Hotline: +243 803 000 592 (24/7)
- Email: [email protected]
- Status Page: status.mypandos.io
- Dashboard: mypandos.io/dashboard