Service Level Agreement (SLA)

Last updated: September 5, 2025

1. Scope

This SLA applies to Cuur Cloud hosting and Website-as-a-Service (WaaS). It defines service quality targets and what happens if targets are missed.

2. Uptime Commitment

We target 99.9% monthly uptime for production workloads, measured at the network and hypervisor layers over a calendar month.

  • Included: Network, power, hypervisor availability.
  • Best-effort: Application-level uptime (WordPress, plugins, themes).

3. Support Response Targets

Priority Examples Target First Response Channels
Critical (P1) Site down, widespread outage, active security incident Within 1–2 hours (24/7) WhatsApp escalation, email
High (P2) Severe performance issues, checkout broken Same business day WhatsApp, email
Normal (P3) General requests, content edits, advice Within 1–2 business days Email

4. Maintenance

  • Planned: Performed in low-traffic windows; announced in advance when impactful.
  • Emergency: May occur to apply security patches or mitigate incidents.

5. Monitoring & Security

  • Core monitoring at the host/network layers; application logs reviewed for incidents.
  • Standard protections include free SSL, frequent updates, and backups.
  • Care plans add performance tuning and security hardening.

6. Exclusions

The uptime target and credits exclude downtime caused by:

  • Customer code errors, misconfiguration, or third-party plugin/theme issues.
  • DDoS or abuse beyond reasonable mitigation.
  • Force majeure (regional outages, natural disasters).
  • Scheduled/planned maintenance within communicated windows.

7. Service Credits

If monthly uptime falls below 99.9% (excluding the items above), you may request a service credit up to 10% of the monthly fee for the impacted service. Credits:

  • Apply to future invoices (not cash refunds).
  • Must be requested within 30 days after the affected month.
  • Require reasonable evidence (timestamps, order/domain, description).

8. Incident Reporting

Report incidents via WhatsApp or email with screenshots, steps to reproduce, and your order/domain. For P1 issues, use WhatsApp first for fastest escalation.

9. Changes

We may update this SLA. The updated date above reflects the latest version.