Service Level Agreement (SLA)
Last updated: April 2024
IaaS
We guarantee at least 99.9% availability of the Netwindy Infrastructure as a Service (IaaS) services. The services are considered available in the following scenarios:
- Users are able to login to the service, login to the Control Panel or access applications and reset passwords.
VaaS
We guarantee at least 99.9% availability of the Netwindy Voice as a Service (IaaS) services. The services are considered available in the following scenarios:
- Users are able to login to the service, login to the Control Panel or access applications and reset passwords.
DRaaS
We guarantee at least 99.9% availability of the Netwindy Disaster Recovery as a Service (IaaS) services. The services are considered available in the following scenarios:
- Users are able to login to the service, login to the Control Panel or access applications and reset passwords.
SECaaS
We guarantee at least 99.9% availability of the Netwindy Security as a Service (IaaS) services. The services are considered available in the following scenarios:
- Users are able to login to the service, login to the Control Panel or access applications and reset passwords.
Web Hosting Services
We guarantee at least 99% availability of the Netwindy Web Hosting Services. The services are considered available in the following scenarios:
- Users are able to login to the service, login to the Control Panel or access applications and reset passwords.
- Users are able to publicly view published web content.
Email Hosting Services
We guarantee at least 99.5% availability of the Netwindy Email Hosting Services. The services are considered available in the following scenarios:
- Users are able to login to the service, login to the Control Panel or access applications and reset passwords.
- Users are able to send and receive emails.
SLA Table:
| Availability % | Downtime per year |
|---|---|
99% | 3.65 days |
99.5% | 1.83 days |
99.8% | 17.53 hours |
99.9% | 8.77 hours |
Support Ticket Response Table:
| Ticket priority | Response Time |
|---|---|
Low | Within 48+ Business Hours |
Medium | Within 12-24 Business Hours |
High | Within 4-8 Hours |
Critical | Within 45 Minutes Note: Reserved for network down emergencies or security related issues. |
Netwindy LLC reserves the right to revise, amend, or modify this SLA, our SLA and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted in accordance with our TOS.