Service Level Agreement
What we commit to, how it is measured, and what happens when we fall short.
Last updated: the date this page was published. This document describes the commitments that apply to plans which include an SLA. Your order or invoice states whether yours does.
1. Availability
Availability is measured monthly, across the service as a whole, and excludes the exclusions listed below. Where your plan includes an availability commitment, the target and the service credits that apply are stated in your order.
2. What is excluded from availability
- Announced maintenance windows, notified in advance
- Emergency maintenance needed to close a security problem
- Your own internet connection, hardware, power or configuration
- Failures at third parties outside our control, including national network outages
- Suspension for non-payment or for breach of the Acceptable Use Policy
3. Support response
Support is available during published working hours. We aim to acknowledge:
- Critical — service unavailable, or a restore is needed after a live incident: as quickly as we can, and always the same working day.
- High — backups failing, or a feature not working: within one working day.
- Normal — questions, changes and advice: within two working days.
These are targets for our first response, not for a complete fix. Time to fix depends on the fault.
4. Restores
We will begin a restore as soon as it is requested and verified as coming from you. How long a restore takes depends on the volume of data and on your connection — a large restore is limited by physics, not by willingness.
5. Maintenance
Planned maintenance is announced in advance by email and, where possible, scheduled outside Pakistani business hours.
6. Claiming a service credit
Where your plan includes credits, claim within thirty days of the incident through the contact page, giving the dates and times affected. Credits are applied to a future invoice and are the remedy for missed targets.
7. Your side of it
We can only protect what we can reach. Keeping agents installed and machines powered on during backup windows, and telling us when systems change, is what keeps the service honest.
Not sure which plan fits?
Tell us what you need protected — how many machines, how much data, which databases — and we will tell you honestly what it takes.