Service Level Agreement
Introduction
This Service Level Agreement ("SLA") is a policy governing the use of hosting services provided by Suzko ("we," "us," or "our") under the terms of our Terms of Service. This SLA applies to all paid hosting services, including but not limited to web hosting, VPS, dedicated servers, and game server hosting.
This SLA does not apply to free services, beta features, services suspended due to non-payment, or services affected by scheduled maintenance.
Service Availability Commitment
We commit to maintaining the following uptime levels for our hosting services:
Infrastructure Uptime Guarantees
| Service Type | Monthly Uptime Target | Maximum Monthly Downtime |
|---|---|---|
| Dedicated Servers | 99.99% | 4 minutes 23 seconds |
| VPS Hosting | 99.9% | 43 minutes 50 seconds |
| Web Hosting | 99.9% | 43 minutes 50 seconds |
| Game Server Hosting | 99.9% | 43 minutes 50 seconds |
| Network Connectivity | 99.99% | 4 minutes 23 seconds |
Uptime Calculation
Monthly uptime percentage is calculated using the following formula:
((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Downtime is measured from the time we confirm an outage affecting service availability until service is restored. Scheduled maintenance windows are excluded from downtime calculations.
Service Credits
If we fail to meet our uptime commitments, you may be eligible for service credits as follows:
Credit Schedule
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 98.99% | 25% of monthly fee |
| 90.0% - 94.99% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
Credit Request Process
- Credits must be requested within 30 days of the incident by contacting our support team.
- Include your account information, affected services, and the dates and times of the downtime.
- Credits will be applied to your account within one billing cycle after approval.
- Maximum credit per month cannot exceed 100% of the affected service's monthly fee.
- Credits are not redeemable for cash and cannot be transferred.
Exclusions
This SLA does not apply to service interruptions caused by:
- Scheduled Maintenance: We will provide at least 48 hours advance notice for planned maintenance. Emergency maintenance may be performed with shorter notice when necessary to protect service integrity.
- Customer Actions: Downtime caused by your actions, configurations, applications, or code.
- Third-Party Services: Failures of third-party services, APIs, or software not under our control.
- Force Majeure: Natural disasters, acts of war, terrorism, government actions, or other events beyond our reasonable control.
- Network Attacks: DDoS attacks or other malicious activities targeting your services or our infrastructure.
- Account Suspension: Services suspended due to non-payment, policy violations, or security concerns.
- Beta Services: Any services labeled as beta, preview, or experimental.
Support Response Times
We provide tiered support response times based on ticket priority:
Response Time Targets
| Priority | Description | Initial Response | Update Frequency |
|---|---|---|---|
| Critical | Service completely unavailable | 15 minutes | Every 30 minutes |
| High | Major functionality impaired | 1 hour | Every 2 hours |
| Medium | Minor functionality affected | 4 hours | Every 24 hours |
| Low | General inquiries, feature requests | 24 hours | As needed |
Response times are measured during business hours (6 AM - 6 PM EST, Monday through Friday) for Medium and Low priority tickets. Critical and High priority tickets are supported 24/7/365.
Maintenance Windows
We perform regular maintenance to ensure optimal performance and security:
- Standard Maintenance: Tuesdays and Thursdays, 2 AM - 6 AM EST
- Extended Maintenance: First Sunday of each month, 12 AM - 6 AM EST
- Emergency Maintenance: As required for critical security patches or infrastructure issues
We strive to complete maintenance without service interruption. When downtime is required, we will provide advance notice via email and our status page.
Monitoring and Status
We continuously monitor our infrastructure and services. Current service status, incident reports, and maintenance schedules are available at our status page. You may subscribe to receive real-time notifications about service status changes.
Customer Responsibilities
To ensure optimal service availability, customers should:
- Maintain current contact information for incident notifications
- Implement appropriate backup strategies for critical data
- Keep software and applications updated
- Report issues promptly through proper support channels
- Follow security best practices to prevent compromises that could affect service
Modifications
We reserve the right to modify this SLA at any time. We will notify you of material changes through our website or email. Changes will not apply retroactively to incidents that occurred before the modification.
Contact Information
For SLA credit requests, service inquiries, or to report an incident, please contact us at:
Suzko, LLC
+1 (888) 819-1699 Toll Free (US & Canada)
+1 (317) 854-5007 Headquarters (US Only)
312 N Green St, Suite D
Crawfordsville, Indiana
47933, United States
Last updated: 1/16/2026