Uptime SLA Guarantee
Effective Date: February 1, 2025
At Excel Trading LLC, we understand the importance of reliability when it comes to your website. That’s why we stand by our commitment to provide consistent and dependable service.
1. Uptime Commitment
We guarantee a 99.9% uptime on all static web hosting services, excluding scheduled maintenance and circumstances beyond our control (see Section 4).
2. Measurement
Uptime is measured on a monthly basis and calculated as follows:
Uptime % = [(Total Time - Downtime) / Total Time] x 100
Total Time is the total number of minutes in a month, and Downtime refers to any period where our hosting service is unavailable and not accessible by HTTP/HTTPS requests.
3. Service Credits
If uptime falls below the guaranteed 99.9% in any given calendar month, you may request a service credit as follows:
| Monthly Uptime | Credit Percentage |
|---|---|
| 99.0% – 99.89% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
To request a credit, you must submit a support ticket within 7 days of the end of the affected month. Service credits are applied to future invoices and are not refundable.
4. Exclusions
This SLA does not apply to downtime resulting from:
- Scheduled maintenance with at least 24 hours notice
- Force majeure events (natural disasters, war, government action, etc.)
- User errors or issues with third-party services
- Violations of our Acceptable Use Policy or Terms of Service
- Suspension due to non-payment or breach of contract
5. Scheduled Maintenance
We may occasionally perform scheduled maintenance to improve the performance and security of our services. We will provide at least 24 hours’ notice via email or dashboard alerts and will attempt to schedule such maintenance during off-peak hours.
6. Final Terms
This SLA represents our commitment to service reliability but does not constitute a guarantee of uninterrupted service. Service credits issued under this SLA are your sole and exclusive remedy for service interruptions or failures.
If you have any questions, please contact our support team at [email protected].