Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (“SLA”) is entered into by and between TiydoHost, a division of Tiydo LTD, and the customer utilizing TiydoHost’s hosting services.

2. Service Availability

TiydoHost is committed to providing a minimum service uptime of 99.9%. This uptime percentage is calculated monthly, excluding scheduled maintenance.

• Definition of Downtime: Downtime is any period where the customer cannot access their hosted services due to a failure on TiydoHost’s end.
• Exclusions: Downtime does not include issues caused by factors outside TiydoHost’s reasonable control, including force majeure events, acts of government, or third-party network problems.

3. Compensation for Downtime

If TiydoHost fails to meet the minimum service uptime as stated in section 2, the customer may be eligible for compensation as follows:

• 99.0% – 99.9% uptime: 5% credit of monthly hosting fees
• 95.0% – 98.9% uptime: 10% credit of monthly hosting fees
• Below 95.0% uptime: 15% credit of monthly hosting fees

To claim compensation, customers must submit a request within 5 days of the end of the month during which the downtime occurred.

4. Scheduled Maintenance

TiydoHost may schedule routine maintenance activities to enhance service performance. Customers will be notified of scheduled maintenance at least 48 hours in advance. Scheduled maintenance is not considered downtime.

5. Customer Responsibilities

Customers are responsible for ensuring the security and integrity of their accounts. Failure to comply with acceptable use policies may result in service suspension or termination.

6. Support Response Times

TiydoHost aims to respond to customer support inquiries within 24 hours. Critical issues affecting service availability will be addressed with the highest priority.

7. Data Backup

While TiydoHost performs regular data backups, customers are advised to maintain their own backups. TiydoHost is not liable for any data loss.

8. Amendments to SLA

TiydoHost reserves the right to update this SLA with a 30-day notice. Continued use of services after the notice period constitutes acceptance of the amended SLA.