Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") describes the service availability commitments for Gozunga's infrastructure services. This SLA is subject to the terms of the Master Service Agreement and other applicable policies.

2. Definitions

2.1 Service Availability

  • "Available" means the service is operational and accessible to customers.
  • "Unavailable" means the service is not operational or accessible due to Gozunga infrastructure failure.
  • "Monthly Uptime Percentage" = ((Total Minutes in Month – Unavailable Minutes) / Total Minutes in Month) × 100

2.2 Service Credit

"Service Credit" means the compensation provided to eligible customers for service unavailability.

2.3 Excluded Events

The following events do not constitute unavailability:

  • Scheduled maintenance.
  • Emergency maintenance.
  • Force majeure events (circumstances beyond Gozunga's reasonable control, including natural disasters, acts of government, civil unrest, or widespread telecommunications infrastructure failures).
  • Customer-caused outages.
  • Issues resulting from customer applications or content.
  • Third-party service provider failures.
  • Network issues outside our infrastructure.
  • Security incidents or attacks, including distributed denial-of-service (DDoS) attacks.
  • Suspension, null-routing, or traffic restriction applied by Gozunga due to policy violations, abuse, or illegal activity originating from customer resources, regardless of whether the customer authorized such activity.

3. Service Commitment

3.1 Availability Target

Gozunga guarantees 99.99% Monthly Uptime Percentage for our infrastructure services.

3.2 Service Credit Schedule

For usage-based services, customers receive credit for service unavailability according to the following schedule:

Monthly Uptime PercentageService Credit
99.9% to < 99.99%10% of monthly charges
99.0% to < 99.9%25% of monthly charges
< 99.0%50% of monthly charges

Note: For usage-based services, credits are calculated based on the customer's actual usage charges during the billing period. If no charges are accrued during a service outage, no credit will be issued — customers simply will not be billed for any usage that did not occur during that period.

4. Credit Request and Payment Process

4.1 Eligibility Requirements

To be eligible for Service Credits:

  • Account must be in good standing.
  • Customer must submit request within 14 days of the incident.
  • Customer must provide documentation of the downtime.
  • Customer must be in compliance with all applicable policies.

4.2 Request Process

  • Submit requests through the support portal.
  • Include account details and incident timestamps.
  • Provide a service impact description.
  • Allow up to 30 days for review and processing.

4.3 Credit Application

  • Credits are applied specifically to the affected services that experienced downtime.
  • Credits are calculated based on the actual billing period (hourly or monthly) of the impacted service.
  • For prepaid accounts, credits are added to the account balance.
  • Credits have no cash value and cannot be refunded.
  • Credits expire if unused within 12 months.

5. Service Measurement

5.1 Monitoring

  • Service availability is measured by Gozunga's internal monitoring systems.
  • Gozunga's internal monitoring data shall serve as the authoritative record for all SLA determinations and credit calculations.
  • Monitoring occurs from multiple geographic locations.
  • Availability is sampled at five-minute intervals.

5.2 Incident Classification

We classify service incidents as:

  • Infrastructure failure.
  • Network issues.
  • Power events.
  • Storage system issues.
  • Virtualization platform issues.
  • Other system failures.

6. Customer Obligations

To maintain SLA eligibility, customers must:

  • Not engage in activities that degrade shared infrastructure performance or security.
  • Not exceed allocated resource quotas or service limits.
  • Maintain accurate and current billing and contact information on the account.
  • Respond to critical infrastructure notifications within 24 hours.
  • Report suspected service incidents to Gozunga support within 24 hours of discovery.
  • Comply with all applicable Gozunga usage policies and terms of service.

7. Limitations

7.1 Credit Limitations

  • Service Credits are calculated based on the affected service's charges for the billing period in which the incident occurred.
  • Service Credits constitute the sole and exclusive remedy for service unavailability under this SLA.
  • Credits are specific to the service that experienced downtime.
  • Nothing in this SLA limits remedies available under applicable law or separate written agreements.

7.2 Exclusions

SLA does not apply to:

  • Beta or preview features.
  • Promotional credits, free service tiers, or trial accounts.
  • Development environments.
  • Test systems.
  • Discontinued services.
  • Services provided under special promotional pricing or credits.

8. Modifications

We reserve the right to:

  • Modify this SLA with 30 days advance written notice via email or website posting.
  • Adjust service credit calculations.
  • Update monitoring methodologies.
  • Change credit request procedures.

9. Contact Information

For SLA-related inquiries:

10. Example

10.1 Credit Calculation Example

Scenario: Customer with $100 in usage charges experiences downtime resulting in 99.5% monthly uptime

  • Actual Usage Charges: $100 (for services used during uptime)
  • Monthly Uptime: 99.5% (falls in 99.0% to < 99.9% range)
  • Credit Percentage: 25% of usage charges
  • Credit Applied: $100 × 25% = $25 to account balance
  • Note: Customer did not accrue charges during the 0.5% downtime period

Last Updated: July 14, 2026