01Uptime Commitments
VPS services: 99.9% monthly uptime. VDS services: 99.95% monthly uptime. Dedicated Servers: 99.99% hardware uptime. Managed Services: 99.9% application-layer uptime. Uptime is calculated as (total minutes − downtime minutes) / total minutes × 100.
02Incident Response Times
P1 (service down): 15-minute initial response, 4-hour resolution target. P2 (degraded performance): 1-hour initial response. P3 (non-critical): 4-hour initial response. P4 (questions/requests): next business day. Response times apply 24/7 for P1 and P2.
03Planned Maintenance
Scheduled maintenance windows are communicated at least 24 hours in advance via email and status page. Maintenance during low-traffic hours (01:00–05:00 local datacenter time) is excluded from uptime calculations.
04Service Credits
Monthly uptime below 99.9%: 10% credit. Below 99%: 25% credit. Below 95%: 50% credit. Credits are applied to your next invoice and must be requested within 30 days of the incident.
05Exclusions
This SLA does not apply to service interruptions caused by: customer actions or misconfiguration, third-party network providers outside our control, force majeure events, or planned maintenance windows communicated in advance.
06Credit Requests
To claim SLA credits, submit a request to sla@utechsoft.net within 30 days of the incident, referencing the incident ID from our status page. We will process your request within 5 business days.