Trust starts with clear terms
Service Level Agreement
Availability, exclusions, maintenance, support, and credits.
1. Scope
Only availability and response targets stated in a plan or specific contract are guaranteed. Measurement uses Hostazi monitoring for the component under its control.
2. Unavailability
Unavailability means an unplanned inability to reach the core service because of an incident under Hostazi control, after exclusions.
3. Exclusions
Scheduled maintenance, force majeure, major attacks, Internet, registry, OVHcloud, or Algerian provider failures beyond reasonable control, client error, resource overuse, legal suspension, and non-payment are excluded.
4. Maintenance
Maintenance is planned to minimise impact. Emergency work may occur without advance notice to prevent compromise or data loss.
5. Credits
If the plan includes a credit, a documented request must be filed within the contractual period. Credits are not cash unless law or contract says otherwise.
6. Support
Response time measures when work starts, not resolution. Priority depends on impact, supplied information, and external dependencies.
7. Backups
Backups reduce risk but do not replace the client’s independent tested copy. Scope and retention follow the purchased plan.
Official references
