Service Level Agreement (SLA)

1. Overview

This Service Level Agreement (“SLA”) describes the uptime commitments, responsibilities, and support processes provided by Kostas Vrouvas (“Provider”) for websites hosted on our managed hosting service.

The Provider offers hosting through reputable third-party infrastructure suppliers. This SLA applies to the services we directly manage, not to the internal infrastructure or service availability of third-party providers.

2. Uptime Commitment

The Provider targets 99.5% monthly uptime for all websites under management.

Uptime is calculated based on the availability of the website’s HTTP/HTTPS service, excluding scheduled maintenance and the exceptions listed below.

3. Exclusions (Not Counted as Downtime)

The following events are explicitly excluded from uptime calculations and do not constitute a breach of this SLA:

  • Third-party provider outages, including but not limited to:
    • Hosting infrastructure failures
    • Cloud platform outages
    • DNS provider issues
    • CDN or DDoS protection providers
    • Email or transactional messaging platforms
  • Scheduled maintenance, with a minimum of 24 hours’ notice.
  • Issues caused by:
    • Customer-initiated changes
    • Customer code, plugins, or integrations
    • Security incidents outside our control (e.g., brute-force attacks, DDoS)
    • Force majeure events (natural disasters, war, internet backbone failures, etc.)

4. Support Response Times

During business hours (08:00–18:00 local time), the Provider will make best-effort to meet the following targets:

  • Critical outage (site down): response within 2 hours
  • Major issue (partial functionality broken): response within 6 hours
  • Minor issue or request: response within 24 hours

Support outside business hours is provided on a best-effort basis.

5. Remediation

If uptime falls below the guaranteed level excluding the defined exclusions, the customer is eligible for a service credit of up to one month of hosting fees.

  • Must be requested within 14 days of the incident
  • Are not refundable as cash
  • Do not apply if downtime was caused by an excluded event

6. Customer Responsibilities

  • Providing valid contact information
  • Notifying the Provider before making changes that may impact site stability
  • Ensuring third-party integrations they install are functioning correctly

7. Amendments

The Provider may update this SLA at any time. The current version is always available upon request.