Service Level Agreement
Our commitment to service availability, performance, and support responsiveness.
1. Service Availability and Monitoring
This page describes our service and support commitments. Current operational status is shown by the configured external monitors on the public Status Page.
The status page is an operational snapshot of the monitors currently configured; it is not a complete monthly measurement of every service or infrastructure location. Any service-specific commitment is governed by the applicable order and written agreement.
2. Availability Questions and Claims
If you experience an availability issue, submit a support ticket with the affected service, dates, times, and impact. We will investigate against the service records and the applicable agreement.
The public status page does not by itself establish a monthly uptime percentage or an automatic credit entitlement.
3. Support Response Times
Our support team aims to respond to tickets within the following timeframes based on priority level:
| Priority Level | Definition | Initial Response | Update Frequency |
|---|---|---|---|
| Emergency | Complete service outage affecting business operations | ≤ 15 minutes | Every 30 minutes |
| High | Partial service degradation, major feature unavailable | ≤ 1 hour | Every 2 hours |
| Normal | General support requests, non-urgent issues | ≤ 4 hours | Every 8 hours |
| Low | Feature requests, pre-sales, account changes | ≤ 24 hours | Every 24 hours |
Response times apply during business hours (Mon–Fri, 08:00–18:00 SAST). Emergency requests are responded to 24/7/365. Actual resolution time depends on the complexity of the issue.
4. Scheduled Maintenance
We perform scheduled maintenance during designated maintenance windows. Whenever possible, maintenance is scheduled outside peak hours and communicated at least 48 hours in advance via email and announcements. Emergency maintenance may be performed without prior notice if necessary to protect service integrity or security.
5. Exclusions
The following exclusions apply when assessing a service issue:
- Scheduled or emergency maintenance (with or without notice)
- Client-side issues, including misconfiguration, software errors, or exceeding resource limits
- Third-party service providers or network outages outside our control
- Force majeure events including natural disasters, war, terrorism, or government actions
- Actions or omissions of the client or their authorized users
- Free trial accounts or services not covered by a paid subscription
6. Reporting a Service Issue
Open a support ticket through the Client Portal with the affected service, dates, times, and impact. We will investigate against the applicable service records and written agreement, then respond with the findings and any remedy that applies.
7. Updates to This SLA
HostVyx reserves the right to modify this SLA at any time. Material changes will be communicated in advance through our announcement channels and via email to registered account holders. The current version is always available at /sla.