Service Level Agreement
This Service Level Agreement ("SLA") defines the service levels, support commitments, and remedies applicable to Interspark's managed hosting and support services. This SLA is incorporated by reference into your Services Agreement.
1. Service Availability
Interspark commits to the following uptime targets for managed hosting services, measured monthly:
| Service Tier | Uptime Target | Permitted Downtime (Monthly) |
|---|---|---|
| Standard Hosting | 99.9% | ~43 minutes |
| Business Hosting | 99.95% | ~22 minutes |
| Enterprise Hosting | 99.99% | ~4 minutes |
Uptime is calculated as: ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100. Scheduled maintenance windows (communicated at least 48 hours in advance) are excluded from downtime calculations.
2. Support Response Times
Support requests are classified by severity level, each with defined response and resolution targets:
| Severity | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | Service down or major functionality impaired for all users | 15 minutes | 4 hours |
| High (P2) | Significant functionality impaired for a subset of users | 1 hour | 8 hours |
| Medium (P3) | Non-critical functionality impaired with workaround available | 4 hours | 2 business days |
| Low (P4) | Minor issue, cosmetic, or general inquiry | 1 business day | 5 business days |
Response time is measured from the moment the support request is received via our designated support channels. Resolution target is a best-effort commitment, not a guarantee.
3. Support Hours
Standard support is available Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding US federal holidays.
Critical (P1) and High (P2) issues receive 24/7 coverage for clients on Business and Enterprise hosting tiers.
SOC monitoring clients receive 24/7/365 threat monitoring and incident response regardless of hosting tier.
4. Escalation Procedures
If you are dissatisfied with the progress on a support issue, you may escalate through the following path:
Level 1: Your assigned engineering lead (via Slack or email).
Level 2: Engineering Director — escalate if no resolution within the resolution target timeframe.
Level 3: Founding team (CEO) — escalate if no resolution within 2× the resolution target timeframe, or for any issue impacting business operations.
All escalations are acknowledged within one (1) hour during business hours.
5. Service Credits
If we fail to meet the uptime commitment for your hosting tier, you are entitled to service credits as follows:
| Uptime Achieved | Service Credit (% of Monthly Fee) |
|---|---|
| 99.0% – below SLA target | 10% |
| 95.0% – 98.99% | 25% |
| 90.0% – 94.99% | 50% |
| Below 90.0% | 100% |
Service credits must be requested within thirty (30) days of the month in which the downtime occurred. Credits are applied to future invoices and do not exceed 100% of the monthly hosting fee. Credits are the sole and exclusive remedy for failure to meet uptime targets.
6. Exclusions
This SLA does not apply to downtime or performance issues caused by:
Scheduled maintenance performed during communicated maintenance windows.
Force majeure events including natural disasters, acts of war, government actions, or widespread internet outages.
Client actions including misconfiguration, unauthorized changes, or actions that violate the Acceptable Use Policy.
Third-party service failures (DNS providers, CDN providers, cloud platform outages) outside of Interspark's direct control.
DDoS attacks or other malicious activity directed at the client's services, though Interspark will assist with mitigation.
7. Reporting and Communication
Interspark provides monthly uptime and performance reports for all managed hosting clients.
Real-time status is available at status.interspark.com (or equivalent designated status page).
Planned maintenance is communicated at least 48 hours in advance via email and the client portal.
Unplanned incidents are communicated within 15 minutes of detection via the client's preferred notification channel, with updates every 30 minutes until resolution.
Post-incident reports (root cause analysis) are delivered within 5 business days of resolution for all Critical (P1) incidents.
8. SLA Review
This SLA is reviewed quarterly. Changes will be communicated at least thirty (30) days in advance.
Improvements to service levels take effect immediately. Reductions (if any) apply only to new or renewed agreements.