This document provides standard targets. A quotation, managed-service agreement or service schedule may provide different commitments for a particular customer.
1. Scope
This SLA applies only to services expressly identified as SLA-covered in an accepted order, quotation or service schedule.
2. Availability target
For qualifying Hozit-managed hosting services, the standard monthly infrastructure-availability target is 99.9%, unless a different target is stated in the applicable service schedule.
Availability is measured at the service boundary controlled by Hozit and does not guarantee that every application, website component or third-party integration will remain operational.
3. Availability calculation
Monthly availability may be calculated as: total minutes in the month minus qualifying unavailable minutes, divided by total minutes in the month, multiplied by 100.
4. Availability exclusions
Qualifying downtime does not include:
- announced scheduled maintenance;
- emergency security maintenance;
- Customer application, code or configuration failures;
- Customer-requested work or testing;
- domain, DNS or certificate issues outside Hozit control;
- third-party cloud, software, carrier or internet failures;
- distributed denial-of-service attacks and other exceptional attacks;
- suspension for non-payment or prohibited use;
- force majeure events; or
- failure of Customer-controlled equipment or connectivity.
5. Support channels
Support requests should be submitted through the Hozit support portal, designated support email address or other channel specified in the Customer’s service agreement.
Telephone or messaging reports should be followed by a ticket where required for tracking and escalation.
6. Incident priorities
- Priority 1 — Critical: complete production outage, major active security incident or critical business service unavailable;
- Priority 2 — High: severe degradation affecting important business operations with no reasonable workaround;
- Priority 3 — Medium: partial impairment or non-critical fault with a workaround available; and
- Priority 4 — Low: general request, information request, cosmetic issue or planned change.
7. Initial response targets
- Priority 1: within one hour for qualifying managed services;
- Priority 2: within four business hours;
- Priority 3: within one business day; and
- Priority 4: within two business days.
Response time means acknowledgement and commencement of assessment. It is not a guaranteed resolution time.
8. Customer cooperation
Response and restoration targets depend on timely access, accurate incident details, authorised decision-makers and reasonable cooperation from the Customer.
9. Maintenance
Planned maintenance will ordinarily be scheduled during lower-impact periods, and reasonable notice will be provided for maintenance expected to cause material disruption.
Emergency maintenance may be performed without advance notice where necessary to protect security, data or service stability.
10. Backup services
Backup frequency, retention and restoration targets apply only where a managed backup service is expressly included.
Backup restoration is subject to the availability and integrity of the relevant backup set. Customers should maintain independent backups for critical data.
11. Service credits
Where an SLA-covered service fails to meet its stated availability target, the Customer may request a reasonable service credit according to the applicable service schedule.
A request must ordinarily be submitted within ten business days after the end of the affected month and include the relevant dates, times and service details.
Unless otherwise agreed, service credits are applied to future invoices and do not constitute cash refunds.
12. Changes to the SLA
Hozit may update standard operational targets as services and infrastructure evolve. Contracted customer-specific commitments will remain governed by their applicable agreement.
Customer-specific contracts, quotations and managed-service schedules take precedence over this standard Service Level Agreement where they expressly provide different commitments.