Service Level Agreement

Service Level Agreement (SLA)

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 percentage of the monthly service fees credited to eligible customers according to the Service Credit Schedule

2.3 Excluded Events

The following events do not constitute unavailability:

  • Scheduled maintenance
  • Emergency maintenance
  • Force majeure events
  • Customer-caused outages
  • Issues resulting from customer applications or content
  • Third-party service provider failures
  • Network issues outside our infrastructure
  • Customer exceeding service quotas or limits
  • Security incidents or attacks
  • Suspension due to violation of policies

3. Service Commitment

3.1 Availability Target

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

3.2 Service Credit Schedule

Monthly Uptime PercentageService Credit Percentage
99.9% to < 99.99%3%
99.0% to < 99.9%5%
< 99.0%10%

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 7 days of incident
  • Customer must provide documentation of downtime
  • Customer must be in compliance with all policies
  • No past due balances on account

4.2 Request Process

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

4.3 Credit Application

  • Credits apply to future billing periods only
  • Credits are non-transferable
  • Credits have no cash value
  • Maximum credit is 30% of monthly bill
  • Credits expire if unused within 12 months

5. Service Measurement

5.1 Monitoring

  • Service availability is measured by Gozunga monitoring systems
  • Our monitoring is the sole source of truth for SLA calculations
  • Monitoring occurs from multiple geographic locations
  • Five-minute measurement 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:

  • Follow security best practices
  • Keep systems and applications updated
  • Not exceed service quotas
  • Respond to critical notifications
  • Maintain current contact information
  • Report issues promptly

7. Limitations

7.1 Maximum Credit

  • Service Credits limited to 30% of monthly charges
  • Credits are sole and exclusive remedy for unavailability
  • No refunds or monetary compensation provided

7.2 Exclusions

SLA does not apply to:

  • Beta or preview features
  • Free service tiers
  • Development environments
  • Test systems
  • Discontinued services

8. Modifications

We reserve the right to:

  • Modify this SLA with 30 days notice
  • Adjust service credit calculations
  • Update monitoring methodologies
  • Change credit request procedures

9. Contact Information

For SLA-related inquiries:

Last Updated: January 5, 2025

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