Service Level Agreement (SLA) for Ghazi Cloud
Effective Date: 1/1/2025
This Service Level Agreement (“SLA”) outlines the level of service and support Ghazi Cloud provides to its customers. By using Ghazi Cloud services, you agree to the terms set forth in this SLA.
1. Service Commitment
Ghazi Cloud is committed to providing a reliable and high-performing cloud and web hosting service. We strive to maintain a 99.9% uptime for our core infrastructure, excluding scheduled maintenance and circumstances beyond our control.
2. Uptime Guarantee
- Ghazi Cloud guarantees 99.9% uptime on hosting services.
- Uptime calculations exclude:
- Scheduled maintenance (with prior notice).
- Downtime caused by user actions, third-party applications, or security breaches resulting from weak credentials.
- Force majeure events, including natural disasters, governmental actions, and widespread internet outages.
3. Support Services
- Support is available 24/7 via email at support@ghazicloud.com.
- Response times:
- Critical Issues (Service Down): Response within 1 hour.
- High-Priority Issues (Performance Degradation): Response within 4 hours.
- General Support Requests: Response within 24 hours.
4. Maintenance and Updates
- Scheduled maintenance will be announced at least 48 hours in advance.
- Emergency maintenance may be conducted without prior notice to ensure security and stability.
5. Data Backup and Recovery
- Ghazi Cloud performs regular backups; however, customers are responsible for maintaining their own backups.
- We do not guarantee full recovery of lost data due to user error or external attacks.
6. Compensation for Downtime
- If uptime falls below 99.9%, customers may request service credits equivalent to:
- 99.0% – 99.89% uptime: 5% of monthly fee credited.
- 95.0% – 98.99% uptime: 10% of monthly fee credited.
- Below 95.0% uptime: 25% of monthly fee credited.
- Service credits do not apply to free or trial accounts and must be requested within 7 days of the outage.
7. Termination and Modifications
- Ghazi Cloud reserves the right to modify this SLA at any time.
- If service level commitments are consistently not met, customers may terminate their agreement without penalty.
8. Contact Information
For any questions or claims regarding this SLA, contact:
Ghazi Cloud
Email: support@ghazicloud.com
Phone: +201200007043
Website: ghazicloud.com