Effective Date: 18/08/2023
Welcome to Norby Cloud ("we," "us," or "our"). This Service Level Agreement ("SLA") outlines the commitments and expectations regarding the availability and performance of our hosting services. By using our services, you agree to abide by this SLA.
We strive to maintain a high level of service availability. Our goal is to achieve at least 99.95%+ uptime for our hosting services in a calendar month.
Downtime is calculated as the total accumulated minutes during which our services are not available due to unscheduled outages or maintenance. Downtime excludes scheduled maintenance and downtime caused by factors beyond our control, such as third-party services, acts of nature, and internet connectivity issues.
In the event that we do not meet the specified uptime target in a calendar month, we offer service credits as follows:
Service credits will be applied to your account within 10 business days of your request. Service credits are non-transferable and can only be used towards future invoices.
Our support team aims to respond to customer inquiries and support requests within 24 hours during business hours (10:00 AM - 9:00 PM). Responses outside of business hours may experience a slight delay.
This SLA does not cover issues resulting from:
We reserve the right to update this Service Level Agreement as needed to reflect changes in our services, technology, or legal requirements. Any updates will be communicated to you through our website or other means.
If you have any questions or concerns about our Service Level Agreement, please contact our support team at firstname.lastname@example.org.
Thank you for choosing Norby Cloud. We are dedicated to delivering reliable hosting services and exceptional customer support to meet your business needs.