Service Level Agreement
This agreement sets out the availability UEB3 Tech commits to for hosting services, how availability is measured, and the credits available if we do not meet it. It forms part of our Terms of Service.
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Starter content. This document was drafted as a working starting point for UEB3 Tech and has not been reviewed by a qualified lawyer. It is not legal advice. It should be reviewed against Pakistani law and our supplier agreements before it governs real customer relationships.
Availability commitment
We commit to 99.9% availability of the hosting network in each calendar month, measured across the month and excluding the periods described under "Exclusions" below.
At 99.9%, a 30-day month allows roughly 43 minutes of unplanned unavailability.
What is measured
Availability means that the server hosting your account is reachable and responding to HTTP requests from our external monitoring locations.
- Checks run at one-minute intervals from more than one network location.
- An outage begins at the first failed check confirmed from a second location, and ends at the first successful check.
- Outages shorter than five consecutive minutes are not counted, to avoid single-probe noise being recorded as downtime.
Exclusions
The following are not counted as unavailability, because they are outside the service we control:
- Announced maintenance windows. We give at least 72 hours' notice by email and publish them on the status page.
- Emergency security patching, which we may apply outside a window. We publish what was done afterwards.
- Problems caused by your own code, configuration, plugins or exhausted account resources.
- Suspension for non-payment or for breach of the Acceptable Use Policy.
- DNS delegated elsewhere, third-party CDN or proxy configuration, and faults in your own network or ISP.
- Denial-of-service attacks against your site, beyond the mitigation we already apply at the network edge.
- Events outside our reasonable control, including upstream network failures, natural disasters and government action.
Service credits
Where monthly availability falls below the commitment, you may claim a credit against your account. Credits are calculated against the monthly hosting fee for the affected service:
- 99.0% to 99.9% availability — 10% of the monthly fee.
- 95.0% to 98.99% availability — 25% of the monthly fee.
- Below 95.0% availability — 50% of the monthly fee.
How to claim
- Open a ticket, or email support@ueb3tech.com, within 30 days of the end of the affected month.
- Include the affected domain and the approximate dates and times you observed the outage.
- We check our monitoring records and respond within five business days.
Credits are applied to your account balance and offset against future invoices. They are not paid out in cash, and the total credit in any month will not exceed the monthly fee for the affected service.
Service credits are the sole and exclusive remedy for availability shortfalls.
Backups and data
We take daily backups and retain them for the period stated on your plan. Backups are a convenience rather than a guarantee: you remain responsible for keeping your own copies of anything you cannot afford to lose, and this agreement does not create a commitment regarding backup success or restore time.
Support response
Support is staffed around the clock. We target under 30 minutes for priority tickets, with standard tickets answered in the order received. Response targets are goals rather than contractual commitments, and no service credit attaches to them.
Changes
We may update this agreement. Material changes will be emailed to account holders at least 30 days before they take effect.