1. Network Uptime Guarantee
FlickCon Software & Instruments guarantees a 99.9% network uptime for all hosting services. This represents our commitment to maintaining a robust and reliable critical infrastructure for our partners.
2. Service Credits
If our network uptime falls below the 99.9% threshold in a given month, you are eligible for service credits as follows:
- 99.8% - 99.5% Uptime: 5% service credit.
- 99.5% - 99.0% Uptime: 10% service credit.
- Below 99.0% Uptime: 25% service credit.
3. Exclusions
This SLA does not apply to interruptions caused by scheduled maintenance, customer-inflicted actions (software bugs, misconfigurations), 3rd-party DDoS attacks exceeding our mitigation capacity, or Force Majeure events.
4. Support Response Time
We aim to respond to critical technical support tickets within 15-30 minutes and standard billing/sales inquiries within 2-4 hours. These response times are goals and are not financially guaranteed under this SLA.