Service Level Agreement

The short version

99.99% uptime target, measured per-service per-month. If we miss, we credit. The mechanics are below.

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.

This Service Level Agreement is incorporated into and forms part of our Terms of Service, and your use of SUZKO services is governed by both. Where this SLA addresses a specific subject, it controls over the Terms of Service to the extent of any conflict on that subject.

Service Availability Commitment

We commit to maintaining the following uptime levels for our hosting services:

Infrastructure Uptime Guarantees

Uptime Calculation

Monthly uptime percentage is calculated using the following formula:

((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Definition of Unavailability

A service is considered "Unavailable" when, as measured by SUZKO's monitoring systems, it is completely inaccessible or returns sustained connection failures or server-side errors that prevent normal use for a continuous period. Transient errors, isolated request failures, latency or performance degradation that does not render the service completely inaccessible, and conditions falling within the Exclusions below do not constitute Unavailability. Downtime is measured from the time SUZKO's monitoring confirms the service is Unavailable until the time it is restored to a usable state. Scheduled maintenance windows are excluded from downtime calculations. SUZKO's monitoring records are the authoritative source for determining availability and downtime under this SLA.

Service Credits

If we fail to meet our uptime commitments, you may be eligible for service credits as follows. To be eligible to request or receive a service credit, your account must be current and in good standing at the time of the incident and at the time of the request, with no past-due balances and no active suspension for non-payment or policy violation.

Monthly fee.Service credits are calculated as a percentage of the monthly fee for the specific affected service during the month in which the downtime occurred. For services billed annually (or on any term longer than monthly), the "monthly fee" is the pro-rated monthly equivalent, calculated as the total recurring fee for the billing term divided by the number of months in that term. One-time charges, setup fees, overage or usage-based charges, add-ons, taxes, and amounts paid for other services are excluded from the calculation.

Credit Schedule

The applicable Monthly Uptime Target is the target listed for your service type in the table above. Any month in which a service falls below its applicable target entitles you to a credit at the corresponding tier below.

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.

Sole and Exclusive Remedy

Service credits are your sole and exclusive remedy, and SUZKO's entire liability, for any failure to meet the uptime commitments, availability targets, or response-time targets described in this SLA, and for any downtime, interruption, or unavailability of the services. You agree that you will not be entitled to any refund, damages, or other compensation for such events beyond the service credits expressly provided in this SLA, and that the credits reflect a reasonable allocation of risk between the parties.

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

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:

Last updated: July 16, 2026