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Service Level Agreement
Our commitment to reliability, performance, and support standards.
Uptime Guarantees
| Service | Monthly Uptime SLA | Max Allowed Downtime |
|---|---|---|
| Compute Instances | 99.99% | 4.38 min / month |
| Dedicated Servers | 99.99% | 4.38 min / month |
| Object Storage | 99.99% | 4.38 min / month |
| Load Balancers | 99.99% | 4.38 min / month |
| Network / CDN | 99.99% | 4.38 min / month |
| Managed Kubernetes | 99.95% | 21.9 min / month |
| Managed Databases | 99.95% | 21.9 min / month |
Service Credits
If monthly uptime falls below the guaranteed threshold, customers are eligible for service credits applied to the next billing cycle. Credits must be requested within 30 days of the incident.
| Monthly Availability | Credit Percentage | Maximum Credit Cap |
|---|---|---|
| 99.0% – 99.99% | 10% | 50% |
| 95.0% – 99.0% | 25% | 50% |
| Below 95.0% | 50% | 50% |
SLA Exclusions
The following are excluded from SLA calculations:
- •Scheduled maintenance windows (communicated 48+ hours in advance)
- •Force majeure events (natural disasters, acts of war, government actions)
- •Third-party service failures outside Appsolutions' control
- •Customer-caused outages (misconfiguration, resource exhaustion)
- •Network issues beyond Appsolutions' primary network boundary
- •Free tier or trial account services
- •Beta or preview features explicitly marked as experimental
Support Response Times
| Severity | Description | Response Target | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable | 15 min | 4 hours |
| High | Major feature degraded, no workaround | 1 hour | 8 hours |
| Normal | Feature impaired, workaround available | 4 hours | 24 hours |
| Low | Minor issue, cosmetic or informational | 8 hours | 48 hours |
How to Claim SLA Credits
To request a service credit, contact support@appsolutions.com within 30 days of the incident with your account ID and the date/time of the outage. Our team will verify the incident against our monitoring data and apply credits within 7 business days if the claim is approved. Credits are non-transferable and cannot be exchanged for cash.