[{"data":1,"prerenderedAt":130},["ShallowReactive",2],{"legal-service-level-agreement":3},{"id":4,"title":5,"body":6,"description":120,"extension":121,"meta":122,"navigation":123,"path":124,"seo":125,"source":126,"stem":127,"updated":128,"__hash__":129},"legal/legal/service-level-agreement.md","Service Level Agreement (SLA)",{"type":7,"value":8,"toc":111},"minimark",[9,13,18,21,24,27,30,33,36,39,42,45,48,51,54,57,60,63,66,70,83,87,90,104,108],[10,11,12],"p",{},"We don't just promise reliability; we financially guarantee it. If we go down, we pay you.",[14,15,17],"h3",{"id":16},"uptime-compensation","Uptime Compensation",[10,19,20],{},"Credits are calculated as a percentage of your monthly base fee.",[10,22,23],{},"Monthly Uptime",[10,25,26],{},"Downtime (approx)",[10,28,29],{},"Service Credit",[10,31,32],{},"99.9% - 100%",[10,34,35],{},"\u003C 43 minutes",[10,37,38],{},"No Credit",[10,40,41],{},"99.0% - 99.8%",[10,43,44],{},"43 mins - 7 hours",[10,46,47],{},"10% Credit",[10,49,50],{},"95.0% - 98.9%",[10,52,53],{},"7 hours - 36 hours",[10,55,56],{},"25% Credit",[10,58,59],{},"\u003C 95.0%",[10,61,62],{},"> 36 hours",[10,64,65],{},"50% Credit",[14,67,69],{"id":68},"support-response-targets","Support Response Targets",[71,72,73,77,80],"ul",{},[74,75,76],"li",{},"Critical Emergencies (Server Down) \u003C 15 Mins",[74,78,79],{},"High Priority (Performance Issues) \u003C 1 Hour",[74,81,82],{},"Normal Priority (How-to Questions) \u003C 4 Hours",[14,84,86],{"id":85},"exclusions","Exclusions",[10,88,89],{},"SLA credits do not apply for:",[71,91,92,95,98,101],{},[74,93,94],{},"Scheduled Maintenance (announced 24h prior)",[74,96,97],{},"DDoS Attacks or Force Majeure events",[74,99,100],{},"Customer code errors or misconfiguration",[74,102,103],{},"Suspension due to detailed Policy violations",[14,105,107],{"id":106},"how-to-request-credit","How to Request Credit",[10,109,110],{},"If you believe an SLA violation has occurred, please open a ticket with our Billing Department within 30 days of the incident. Please include logs or timestamps of the downtime.",{"title":112,"searchDepth":113,"depth":113,"links":114},"",2,[115,117,118,119],{"id":16,"depth":116,"text":17},3,{"id":68,"depth":116,"text":69},{"id":85,"depth":116,"text":86},{"id":106,"depth":116,"text":107},"Our commitment to 99.9% Uptime. We back our performance with financial guarantees.","md",{},true,"/legal/service-level-agreement",{"title":5,"description":120},"https://kloudboy.com/service-level-agreement/","legal/service-level-agreement",null,"h2nde8viZ-sZvSoT-Iq7-fHsBloMo8nuqW5cA_V_nXo",1792120523531]