Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) describes service availability targets and support expectations for services provided through pasilix.com. This SLA forms part of the User Agreement.

1. Definitions

• “Service” means the hosting, mail, domain/DNS, or related services provided to the customer.
• “Uptime” is the percentage of time the Service is reachable and functioning as intended, excluding stated exclusions.
• “Downtime” means a period when the Service is not available due to a provider-side incident.
• “Maintenance” means planned work that may affect availability.
• “Billing month” means the calendar month used to calculate uptime and any credits.

2. Service Availability (Uptime)

We aim to provide monthly uptime of 99.9% for eligible services (“Uptime Target”).

Uptime is measured over a billing month. Short interruptions, network routing issues outside our control, and excluded events may not count as Downtime.

3. Planned Maintenance

Planned maintenance may occasionally affect availability. When feasible, we will provide notice in advance via status pages, email, or the client area.

Planned maintenance is excluded from Downtime calculations.

4. Incident Response & Support

We handle incidents based on severity and aim to respond within the following timeframes (best effort):

• Critical (service down): initial response target up to 1 hour.
• High (major degradation): initial response target up to 4 hours.
• Normal (general issues): initial response target up to 1 business day.

Response time means acknowledging and beginning investigation, not necessarily full resolution.

5. Service Credits

If we fail to meet the Uptime Target for an eligible service in a billing month, you may request service credits as follows:

• 99.9% – 99.0% uptime: 10% credit of the affected monthly service fee.
• 99.0% – 95.0% uptime: 25% credit of the affected monthly service fee.
• Below 95.0% uptime: 50% credit of the affected monthly service fee.

Credits apply only to the affected service fee (excluding taxes, third-party costs, setup fees, and add-ons). Credits are not refundable and are applied to future invoices.

To request a credit, contact us within 7 days after the end of the affected billing month and provide relevant details (service, time range, and evidence if available).

6. Exclusions

This SLA does not apply to downtime or issues caused by:

• Planned maintenance
• Customer-side misconfiguration, software, or actions
• Third-party providers or platforms outside our control (including upstream carriers, registries, payment processors)
• Force majeure events (natural disasters, war, large-scale Internet failures)
• Security incidents caused by customer credentials compromise or customer applications
• Suspension/termination due to AUP/User Agreement violations or non-payment

7. Customer Responsibilities

• Maintain secure passwords and account access
• Keep applications and software updated
• Maintain backups (unless a managed backup service is explicitly included)
• Follow technical guidance and best practices provided by us

8. Changes to This SLA

We may update this SLA from time to time. Updated versions will be published on this page with an updated effective date.

9. Relationship to Other Policies

• User Agreement
• Acceptable Use Policy (AUP)
• Privacy Notice

In the event of any conflict, the User Agreement shall prevail.