Service Commitment
Service Level Agreement
Last updated: January 2026
Service Tiers
Choose the service level that matches your operational requirements.
Standard
99.9%Uptime
8×5Support
4 hoursResponse
- Infrastructure monitoring
- Email support
- Standard incident response
- Monthly reporting
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Enterprise
99.95%Uptime
24×7Support
1 hourResponse
- Proactive monitoring
- Dedicated support channel
- Priority incident response
- Weekly reporting
- Quarterly business reviews
Mission Critical
99.99%Uptime
24×7×365Support
15 minutesResponse
- Real-time monitoring
- Dedicated account team
- Immediate escalation
- Custom reporting
- On-site support available
Uptime Calculation
Monthly uptime percentage is calculated as:
((Total Minutes - Downtime Minutes) / Total Minutes) × 100
Scheduled maintenance windows are excluded from downtime calculations when communicated at least 72 hours in advance.
Service Credits
If we fail to meet the uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| < 99.99% but ≥ 99.9% | 10% of monthly fee |
| < 99.9% but ≥ 99.0% | 25% of monthly fee |
| < 99.0% | 50% of monthly fee |
Exclusions
The SLA does not apply to:
- Scheduled maintenance with advance notice
- Issues caused by customer actions or misconfigurations
- Force majeure events (natural disasters, civil unrest, etc.)
- Third-party service failures outside our control
- Issues during beta or trial periods
Incident Response
| Severity | Description | Response Target |
|---|---|---|
| Critical | Complete service outage | 15 minutes |
| High | Major functionality impaired | 1 hour |
| Medium | Partial service degradation | 4 hours |
| Low | Minor issues, questions | 1 business day |
Contact
For SLA-related inquiries or to report an incident:
Support: gci[at]gewapecloud.com
Emergency: gci[at]gewapecloud.com (24/7 for Enterprise and Mission Critical tiers)