Service Level Agreement

We guarantee 99.9% network and infrastructure uptimeper calendar month for all cloud hosting, VPS, and managed server Services, excluding scheduled maintenance and events outside our reasonable control as described below. "Uptime" refers to the availability of our network, power, and underlying hypervisor/hardware infrastructure — not the availability of software, applications, or configurations within your control on unmanaged Services.

If we fail to meet the uptime commitment above in a given calendar month, you may request a service credit toward your next billing cycle, calculated as follows:

Service credits are calculated as a percentage of the fees for the affected Service only (not your entire account) for the billing period in which the downtime occurred, and are applied as a credit to a future invoice. Credits are not paid in cash. Total credits issued in any billing cycle will not exceed 25% of that cycle's fee for the affected Service.

To claim a service credit, submit a request to support@fix24.cloud within 7 days of the downtime incident, including your account/service ID and the dates and times of the outage. We will verify the claim against our internal monitoring records and respond within 5 business days. This SLA credit is your sole and exclusive remedy for any failure to meet the uptime commitment.

The uptime commitment and service credits in this SLA do not apply to unavailability caused by:

• Scheduled maintenance, provided at least 24 hours' notice was given via email or our status page;
• Emergency maintenance required to address an active security threat or imminent risk to infrastructure;
• Factors outside our reasonable control, including force majeure events, upstream internet backbone or power grid failures, or government action;
• Issues within your own applications, code, configuration, DNS, or third-party services not managed by Fix24;
• Suspension of Services due to non-payment or a violation of our Acceptable Usage Policy; or
• Beta, trial, or free-tier Services, which are provided without an uptime guarantee per our Free Trial Terms.

Support is available via our client portal ticketing system, email, and phone. Initial response time targets by ticket severity are as follows:

Response time refers to the time to an initial, meaningful reply from our support team — not full resolution, which varies by issue complexity. See our Support Policy for full channel and coverage details.

Where a managed backup add-on is included in your plan, backups are performed at the frequency and retention period specified for that plan, per our Backup & Disaster Recovery Policy. Fix24 is not responsible for data loss on Services without an active backup add-on.

We may update this SLA from time to time to reflect improvements to our infrastructure or support processes. Material changes that reduce your commitments will be communicated at least 15 days in advance via email or a notice on our website.

For questions about this SLA or to submit a service credit request, contact us at support@fix24.cloud or call 75759 50003. Fix24.cloud, Datamation Group, Guwahati, Assam, India.