SLA Agreement
Our commitment to service reliability and uptime
1. Service Uptime Guarantee
Internet Solutions HK guarantees the following uptime levels for our services:
- Shared Hosting: 99.9% network uptime per month
- VPS Hosting: 99.9% network uptime per month
- Email Services: 99.9% service availability per month
- Domain Services: 99.9% DNS resolution availability
2. Uptime Calculation
Uptime is calculated as follows:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Example: For a 30-day month (43,200 minutes), 99.9% uptime allows up to 43.2 minutes of unplanned downtime.
3. Exclusions from SLA
The following events are excluded from uptime calculations:
- Scheduled maintenance windows (announced 48 hours in advance)
- Emergency maintenance for security patches (announced when possible)
- Issues caused by client's code, applications, or configurations
- Force majeure events (natural disasters, wars, strikes)
- Internet connectivity issues outside our network
- DDoS attacks or other malicious activities targeting your service
- Suspension due to policy violations or non-payment
4. Service Credits
If we fail to meet our uptime guarantee, you are eligible for service credits according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.89% | 10% of monthly fee |
| 95.0% - 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
5. Claiming Service Credits
To claim service credits, you must:
- Submit a claim within 7 days of the incident
- Provide detailed information about the downtime experienced
- Have an active, paid account in good standing
- Not have violated any terms of service
Service credits are applied to your next invoice and cannot be redeemed for cash. Credits expire 12 months from issuance if not used.
6. Support Response Times
We commit to the following support response times based on ticket priority:
Service completely down - Response within 15 minutes
Major functionality impaired - Response within 1 hour
Minor issue affecting service - Response within 4 hours
General inquiry or feature request - Response within 24 hours
7. Maintenance Windows
Scheduled maintenance is performed during low-traffic periods, typically between 02:00 - 06:00 HKT. We provide 48 hours' advance notice of planned maintenance by email and on our announcements page. Emergency maintenance may be performed without advance notice when necessary to maintain security or service integrity.
8. Monitoring and Reporting
We continuously monitor our infrastructure and services:
- 24/7 automated monitoring of all services
- Real-time alerts for potential issues
- Public status page for service health
- Monthly uptime reports available upon request
- Transparent incident reports for major outages
9. Data Backup and Recovery
We perform regular backups to ensure data protection:
- Weekly automated backups of all hosting accounts
- 14-day backup retention for shared hosting
- 30-day backup retention for VPS hosting (configurable)
- Recovery Time Objective (RTO): 4 hours
- Recovery Point Objective (RPO): 24 hours
10. Network Infrastructure
Our network infrastructure ensures high availability:
- Redundant network connectivity with multiple Tier-1 providers
- DDoS mitigation and protection systems
- Load balancing for optimal performance
- Automated failover systems
- Geographically distributed infrastructure
11. SLA Review and Updates
This SLA is reviewed quarterly and may be updated to reflect changes in service capabilities or industry standards. Material changes will be communicated 30 days in advance. Continued use of services after changes indicates acceptance of the updated SLA.
12. Contact Information
For SLA-related inquiries or to report service issues:
Network Operations Center (NOC)
Infinitum Technology Co.
Email: noc@internetsolutions.hk
Status Page: status.internetsolutions.hk