Service Level Agreement

1. Uptime Commitment

Gotekky targets 99.9% monthly network and infrastructure uptime for covered services.

2. Measurement

Monthly uptime percentage is calculated as:

(Total minutes in the month - Unplanned downtime) ÷ Total minutes in the month × 100

3. Covered Service Components

This SLA applies to the covered service’s network and infrastructure availability. It does not promise that every customer application, website, plugin, control panel, or third-party dependency will function perfectly at all times.

4. Exclusions

The following are excluded from SLA calculations:

• Scheduled maintenance announced in advance where reasonably possible
• Emergency maintenance performed to protect security, stability, or continuity
• Customer-caused issues, including application errors, misconfiguration, or resource exhaustion
• Suspensions under the Terms of Service or Acceptable Use Policy
• Domain, DNS, registrar, CDN, cloud, software, or third-party failures outside the covered service boundary
• Force majeure events and attacks beyond Gotekky’s reasonable control

5. Service Credits

• Below 99.9% and at or above 99.0%: 10% credit of the monthly recurring charge for the affected service
• Below 99.0% and at or above 95.0%: 25% credit of the monthly recurring charge for the affected service
• Below 95.0%: 50% credit of the monthly recurring charge for the affected service

6. Credit Request Process

To request an SLA credit, you must submit a ticket within 15 days after the end of the affected month, identify the affected service, and provide enough information for Gotekky to review the incident. Approved credits are applied to future invoices only and are not immediately payable in cash unless required by law.

7. Sole Remedy

SLA credits are the sole contractual remedy for covered uptime or availability failures under this SLA unless a signed agreement expressly provides otherwise.