Service level agreement

1. Availability

Infraexa targets 99.9% monthly availability of hardware and network for each server, measured by external checks. Planned maintenance announced at least 48 hours ahead, and incidents caused by your software or configuration, are excluded.

2. Hardware replacement

Failed components are replaced within four hours of diagnosis. Where a component can be replaced without downtime, as on Enterprise packages, it is.

3. Incident response

Response time is the time until an Infraexa engineer has acknowledged the incident and started work, around the clock.

• Critical (service down or data at risk): 15 minutes on Enterprise, Accel and Cluster packages; 30 minutes on Core and Store packages
• High (degraded performance): 1 hour
• Normal (questions and changes): next business day

4. Patching

Critical vulnerabilities are patched within 72 hours of a fix being available, high within 14 days, other updates in the agreed maintenance window.

5. Backups

Snapshots run nightly to a second EU site with 30-day retention. A restore test is performed quarterly and documented.

6. Credits

If monthly availability falls below 99.9%, you may claim a credit of 10% of that server's monthly fee; below 99.0%, 25%; below 95%, 50%. Credits are claimed within 30 days and applied to the next invoice.