Digitals365 provisions high-density cloud networks, automated multi-tenant systems, and bare-metal environments optimized for mission-critical workloads. This Service Level Agreement outlines our operational guarantees. Failure to satisfy the availability metrics defined herein triggers service credit eligibility under the strict terms set forth below.
1.0 99.9% Network Availability Guarantee
We guarantee that our core edge networking layers, redundant Anycast routing links, and internal datacenter switches will maintain packet-delivery functions 99.9% of the time during any given billing cycle. Network availability is measured by our internal monitoring engines tracking our global node arrays (including New York, London, and Lagos).
2.0 Bare-Metal Hardware Remediation
For clients utilizing dedicated unthrottled bare-metal infrastructure configurations, Digitals365 guarantees that faulty hardware components—including NVMe arrays, ECC memory modules, system boards, and power delivery blocks—will be swapped and restored within four (4) hours of verified diagnosis by our system engineering team.
3.0 Incident Classification & Response Matrix
Technical support tickets are assigned severity classifications upon ingest based on operational impact:
| Severity Layer | Impact Mapping | Response SLA |
|---|---|---|
| P1 - Critical | Entire host node failure, global networking blackouts, or total file cluster dropouts. | ≤ 15 Minutes |
| P2 - High | Severe application slowdown, database degradation, or localized routing failures. | ≤ 1 Hour |
| P3 - Standard | cPanel configuration updates, backup retrieval requests, or automated software licensing additions. | ≤ 4 Hours |
4.0 Service Credit Reimbursement Structure
If network availability or system uptime drops below our 99.9% commitment line in any calendar month, you are entitled to claim service credits applied toward your next monthly billing renewal. Credits are scaled exponentially against actual downtime parameters:
< 99.9% to 99.0%
< 99.0% to 95.0%
< 95.0%
* Note: To claim credits, a formal accounting request must be raised with our billing queue within seven (7) business days of the localized outage event. Total combined credit allocations across any billing month cannot cross 50% of the single base monthly software or hosting line-item fee.
5.0 SLA Exclusions & Maintenance Windows
Our performance metric guarantees do not apply to service drops stemming from the following factors:
- ■ Scheduled Maintenance: Routine core security hardening, network topology optimization, or hypervisor updates. Scheduled events will be announced via system status feeds at least 24 hours prior.
- ■ Force Majeure Conditions: Upstream undersea fiber optic line disruptions, regional power grid failures, global localized utility outages, or upstream tier-1 carrier outages.
- ■ Client-Side Action: Misconfigured code repositories, custom LLM memory leaks, unoptimized database query locks, or lost root SSH keys.