SERVICE LEVEL AGREEMENT (SLA)
1. GUARANTEED AVAILABILITY LEVEL
1.1 The Provider guarantees a monthly service availability of 99.9%, calculated per calendar month.
1.2 The availability guarantee covers:
- Shared web hosting: the accessibility of the hosting server (web, e-mail and database services at infrastructure level);
- VPS: the operation of the physical host equipment, the virtualization layer and network connectivity;
- Dedicated servers: the operation of the physical equipment, the power supply and network connectivity.
1.3 The availability guarantee does NOT cover the operating systems, applications, scripts, control panels and configurations managed by the Client, unless the Client has contracted the server management service, within the limits of that service.
2. METHOD OF CALCULATION
2.1 Monthly availability is calculated using the formula:
> Availability (%) = [(Total number of minutes in the month − Minutes of Unavailability) / Total number of minutes in the month] × 100
2.2 "Unavailability" means the interval during which the service covered by the guarantee is completely inaccessible for reasons attributable to the Provider, measured from the moment the incident is recorded in the Provider's monitoring systems or from the moment the Client opens a ticket (whichever occurs first) until the service is restored.
2.3 The Provider's monitoring systems constitute the reference source for measuring availability.
3. EXCLUSIONS
3.1 The following interruptions are not considered Unavailability and are not included in the availability calculation:
- planned maintenance work, announced at least 24 hours in advance;
- emergency maintenance work required for security reasons or to prevent major failures;
- actions or omissions of the Client or of persons acting through the Client, including erroneous configurations, faulty applications, or exceeding the allocated resources;
- suspension of the services under the terms of the Agreement (non-payment, breach of the terms of use, etc.);
- cyberattacks directed against the Client or the Client's applications (including DoS/DDoS), to the extent they are not attributable to the Provider;
- failures of equipment, software or services outside the Provider's infrastructure (external connectivity providers, domain registrars, certification authorities, third-party DNS services, payment processors);
- force majeure events, as defined in the Agreement;
- interventions required by law or by a competent authority.
4. COMPENSATION
4.1 Where monthly availability falls below the guaranteed level for reasons attributable to the Provider, the Client is entitled to compensation in the form of a credit to their client account, calculated as follows:
| Monthly availability |
Credit (of the monthly subscription fee of the affected service) |
| 99,0% – 99,89% |
10% |
| 98,0% – 98,99% |
25% |
| 95,0% – 97,99% |
50% |
| Sub 95,0% |
100% |
4.2 The total credit granted for a calendar month may not exceed the value of the monthly subscription fee of the affected service.
4.3 The credit may be used exclusively to pay for the Provider's services; it is not convertible into money, is not transferable to other accounts and is not refundable upon termination of the Agreement.
4.4 The credit granted under this SLA constitutes the Client's sole remedy for service interruptions or degradations, in addition to the limitations of liability provided for in the Agreement.
5. CLAIM PROCEDURE
5.1 Compensation is granted exclusively upon the Client's request, submitted through the ticket system in the client area (https://my.cliqhost.com) within 7 calendar days of the incident invoked. Requests submitted after this deadline will not be considered.
5.2 The request shall indicate: the affected service, the date and time interval of the Unavailability, as well as any relevant information available to the Client.
5.3 The Provider will review the request based on the data from its own monitoring systems and will communicate the outcome within 15 business days. The approved credit is applied to the Client's account within 5 business days of approval.
5.4 Clients who, at the date of the incident or of the request, have outstanding payments or are in breach of the provisions of the Agreement are not entitled to compensation.
6. MAINTENANCE
6.1 Planned maintenance work is announced at least 24 hours in advance, by e-mail and/or by publishing a notice on the website or in the client area, indicating the estimated time window and the services affected. As far as possible, the work is scheduled during low-impact time windows.
6.2 Emergency maintenance work may be carried out without prior notice, with the Provider making reasonable efforts to inform Clients as soon as possible.
7. FINAL PROVISIONS
7.1 The Provider may amend this SLA under the conditions provided for in the Agreement for changes to the contractual terms.
7.2 In the event of a conflict between this SLA and the Agreement, the provisions of the SLA prevail with respect to the service level and the related compensation.
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CLIQ STACK S.R.L. — IDNO 1026600009161
Chișinău, Republic of Moldova
EN
RO — Română
RU — Русский