Service Level Agreement

1. Overview

This Service Level Agreement (SLA) is between WNC Cloud Services and its customers, and covers the following services: Website Hosting, VPS Hosting, and Backup Services. This SLA displays our commitment to deliver a high level of availability for customers. This article defines our agreements for each service covered by our SLA.

2. Service Commitment

WNC Cloud Services will make its Web Hosting, VPS Hosting, and Backup Services, available and functional 99.9% of the time in any given calendar month, barring any defined SLA exclusions.

3. Service Credits

Service Credits are calculated as a percentage of the charges paid by you for the service(s) that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the schedule below.

You can submit a request for a service credit by contacting Support. To be eligible, the credit request should be received by us within 1 months of the end of the billing cycle when the issue occurred.

Once we validate and confirm the claim request, your account is credited with service credits in the billing cycle following when you filed the claim.

4. Definitions

• Monthly Uptime: For a given service, services availability is calculated by subtracting from 100% the percentage of 5-minute intervals during the monthly billing cycle in which the service was unavailable. If your resources exist for only part of the month, availability is calculated over the portion of the month during which it existed. Monthly uptime measurements exclude unavailability resulting directly or indirectly from any SLA exclusion.

• Service Credit: Credit in terms of $USD issued to the associated WNC Cloud Services account.

• Unavailability: All the requests to a resource fail for more than 5 minutes.

• Scheduled Maintenance: Includes any maintenance performed between 10pm – 4am Eastern Time or for which we provide reasonable notice or coordination with you in advance of the maintenance.

• Emergency Maintenance: Includes any maintenance performed outside the Scheduled Maintenance windows without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any online systems.

5. SLA Exclusions

WNC Cloud Services is not responsible for any breach of this service level agreement due to the following:

• Scheduled Maintenance

• Emergency Maintenance

• Force Majeure events

• the actions or omissions of you, your Authorized Users, or any third-party acting on your behalf or at your direction, including any unauthorized use of the Services, breach of the Agreement or Acceptable Use Policy, or any use or configuration of the Services that exceeds WNC Cloud Services recommendations or advertised limits