We guarantee that our core network and managed infrastructure will be available 99.9% of the time in any given billing cycle. This excludes scheduled maintenance windows.
| Priority | Severity | Response Time | Resolution Target |
|---|---|---|---|
| P1 | Critical | 15 Minutes | 4 Hours |
| P2 | High | 1 Hour | 8 Hours |
| P3 | Medium | 4 Hours | 24 Hours |
| P4 | Low | 24 Hours | Next Release |
* Response times during business hours (Sun-Thu). Critical outages monitored 24/7.
If we fail to meet our uptime guarantee, you are eligible for service credits applied to your next invoice.
| Uptime < 99.9% | 5% Credit |
| Uptime < 99.0% | 10% Credit |
| Uptime < 98.0% | 25% Credit |
| Uptime < 95.0% | 50% Credit |