Service Level Agreement

Effective date: 27 July 2026  ·  Last updated: 27 July 2026

1. Scope

This Service Level Agreement ("SLA") applies to Networkschef Cloud Hosting plans (Starter, Business and Pro) and supplements our Terms of Service. It does not apply to third-party-dependent features (e.g. WhatsAppX API message delivery via Meta's platform, or AI Support Bot responses via a third-party model provider), which are best-effort and subject to those providers' own availability.

2. Uptime Commitment

We target a 99.9% monthly uptime for network and server availability across all Networkschef Cloud Hosting plans, as published on our hosting plans page. "Uptime" means the percentage of a calendar month during which your hosting account is able to serve requests, excluding scheduled maintenance and the exclusions listed below.

3. Support Response Times

Target first-response times by plan, as also described on our plan details page:

Plan	Support Channels	Target First Response
Starter	Email	24–48 hours
Business	Email + chat, priority queue, 24/7	Under 4 hours
Pro	Phone + email + chat, dedicated priority queue	Under 1 hour

These are target response times, not guaranteed resolution times — resolution depends on the nature and complexity of the issue.

4. Service Credits

If actual monthly uptime falls below the 99.9% commitment for your plan due to a cause within our control, you may request a service credit against your next billing cycle, calculated as follows:

Monthly Uptime	Service Credit
99.0% – 99.89%	5% of that month's fee
95.0% – 98.99%	10% of that month's fee
Below 95.0%	25% of that month's fee

Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment in this SLA.

5. Exclusions

The following are excluded from uptime and support-time calculations:

• Scheduled maintenance windows, announced at least 24 hours in advance where practicable.
• Force majeure events (natural disasters, war, widespread internet/power outages, upstream carrier failures).
• Issues caused by customer-side code, misconfiguration, third-party plugins/integrations, or breach of the Acceptable Use Policy in our Terms of Service.
• Suspension of an account for non-payment or a Terms of Service violation.
• Outages or delays attributable to third-party platforms (e.g. Meta/WhatsApp, upstream AI providers, domain registrars, or your own ISP).

6. Claiming a Credit

To request a service credit, email support@networkschef.com within 15 days of the incident with your account details and the affected dates. We will verify the outage against our monitoring records and apply any eligible credit to your next invoice.

7. Changes to This SLA

We may revise the commitments in this SLA from time to time; the "Last updated" date above reflects the latest revision. Material reductions in the uptime commitment will be communicated to active hosting customers in advance.

8. Contact Us

Questions about this SLA can be sent to support@networkschef.com.