Service Level Agreement (SLA)

AZDIGI commits 99.9% uptime for all Hosting and VPS services:

• 99.9% uptime = Maximum 43.2 minutes downtime/month
• 99.95% uptime = Maximum 21.6 minutes downtime/month
• 99.99% uptime = Maximum 4.32 minutes downtime/month

Not counted as downtime:

• Scheduled maintenance
• Customer-caused incidents
• DDoS attacks targeting specific customer
• Force majeure events
• HTTP errors returned by website: 404, 502, 503, 403, etc.

System maintenance is mandatory to ensure service continuity. Maintenance can be performed on any day of the week (including weekends) and at any time of day. However, AZDIGI will make every effort to conduct maintenance at times that least affect customer service usage.

Notification process:

• Maintenance affecting services: email notification at least 24 hours before maintenance
• Emergency maintenance: email notification at least 10 minutes before maintenance

When infrastructure incidents occur:

1. Detection: Automatic monitoring system alerts
2. Response: NOC team handles within 15 minutes
3. Notification: Email notification to customers if incident persists
4. Resolution: Priority on service restoration

Compensation for uptime commitment violations:

Request process:

• Submit ticket within 7 days after incident
• Provide affected service information
• Compensation as account credit or service time extension. Not convertible to cash