Service Level Agreement (SLA)
Effective Date: February 19th, 2025
1. Overview
This Service Level Agreement (SLA) outlines the performance and support commitments for all hosting services provided by Pulsar67. This SLA is effective from February 19th, 2025 and will remain in effect until termination.
2. Service Availability
We guarantee 99.9% uptime per month, measured through our internal logs. While customers can view our status page for real-time updates, the SLA uptime calculations are based on our logging data. Exceptions to the uptime guarantee include scheduled maintenance and events beyond our control (such as natural disasters or other force majeure events).
3. Scheduled Maintenance
Scheduled maintenance is defined as any planned service interruption. We will notify customers 14 days in advance before any scheduled maintenance. The maintenance period is calculated as the duration we notify customers it will last, plus an additional one hour. Maintenance will be scheduled during off-peak hours whenever possible; however, if urgent maintenance is required to protect our services, these conditions may change.
4. Unscheduled Downtime
Unscheduled downtime is defined as any time the service goes offline, excluding the exceptions for scheduled maintenance and force majeure events. We will do our best to communicate such incidents on our status page or website.
5. Support and Incident Response
Our support staff is available on-call 24/7, although ticket responses are typically provided during Eastern Time business hours. Customers can open support tickets to report issues. We define incident severity as follows:
- Critical: An outage affecting multiple servers or our network.
- Major: An outage on a single node or server.
- Minor: Non-outage issues or incidents that may be impacting performance.
6. Service Credits
If our service availability falls below the guaranteed level, customers may be eligible for service credits. The credit is calculated at 5% of the service price for every hour of downtime, up to a maximum of 15% of your service price. Customers must open a support ticket to request compensation within 30 days of the outage. Please note, Pulsar67 is not responsible for any business losses due to outages, and service credits are the sole remedy provided.
7. Exclusions
This SLA does not cover outages caused by customer actions, including misconfigurations, DDoS attacks, or network attacks specifically targeting a customer's device, or issues arising from third-party services (such as a DNS server outage) that impact accessibility.
8. SLA Updates
The SLA will be updated as needed, and customers will be notified when updates occur. SLA updates do not affect credit eligibility, which will be determined based on the SLA in effect at the time of the outage.