SLA for hosting and infrastructure

1. Aplicabilitate

This SLA only applies to web hosting or infrastructure services for which the Customer’s plan, order or contract indicates the inclusion of a ZebraByteSLA. Trial, beta, free services and third-party components not expressly included are not covered.

2. Angajamentul de disponibilitate

For eligible services, ZebraByte seeks availability of 99,9% Availability is the time during which the basic service can respond to valid internet requests, measured using ZebraByte monitoring and service-relevant telemetry.

An interruption begins when monitoring confirms the unavailability of the covered service and ends when the service returns to operation. Isolated events at the level of a Client’s ISP, device, configuration or application do not automatically represent downtime of the ZebraByte platform.

3. Service credits

If the availability of an eligible service falls below 99.9% during a billing period, the Customer may claim a credit applied to the recurring fee for the affected component:

Disponibilitate	Credit
99,0% – 99,89%	5%
98,0% – 98,99%	10%
95,0% – 97,99%	20%
90,0% – 94,99%	50%
sub 90,0%	100%

The maximum credit is the recurring fee paid for the affected component during that period and can not generate a cash balance. The application must be submitted through the official support channel within a maximum of 30 days of the incident and identify the service and range claimed.

4 The Maintenance

Scheduled maintenance required for security, reliability or upgrades is not considered downtime if it is announced in advance within a reasonable period. For planned interventions with material impact and estimated duration of more than 15 minutes, ZebraByte seeks to communicate the notification at least 48 hours in advance. Security or stability emergency interventions may require a shorter period.

5. Excluderi

The SLA does not cover unavailability caused primarily by:

• configurations, code, content, credentials or actions under the control of the Customer;
• suspension justified for non-payment, abuse, security risk or legal obligations;
• DNS services, applications, API-s, third-party networks or providers that are not part of the covered component;
• attacks or exceptional events that go beyond the reasonable safeguards of the contracted service;
• force majeure or internet/routing incidents beyond reasonable control;
• scheduled maintenance or emergency interventions excluded in accordance with section 4.

6. Servicii administrate de Client

If ZebraByte provides only connectivity, DNS, edge security or other limited component, the SLA applies exclusively to that component and not the availability of the application, server or stack managed by the Client.

7. Remediu SLA

For business customers, the service credit provided herein is the specific contractual remedy for non-compliance with the availability commitment, without limiting the rights or liability that cannot be excluded by law or by the main contract.

Status and Incidents

ZebraByte may publish service status and incident communications on its public status page. The data on the status page is operational; the final determination of eligibility for credit is made on the basis of the records of the affected service.

9. Contact

SLA requests are submitted through the official ZebraByte support channel. For contractual issues: legal@zebrabyte.co.uk.