Service Commitment
Service Level Agreement
Last updated: January 2026
Service Tiers
Choose the service level that matches your operational requirements.
Standard
Defined in quoteUptime
Business hoursSupport
ScopedResponse
- Infrastructure monitoring
- Email support
- Standard incident response
- Monthly reporting
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Enterprise
ContractedUptime
ExtendedSupport
PriorityResponse
- Proactive monitoring
- Dedicated support channel
- Priority incident response
- Weekly reporting
- Quarterly business reviews
Mission Critical
ScopedUptime
DedicatedSupport
Critical pathResponse
- Enhanced 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 a contracted service level is missed, service credits are handled under the signed agreement:
| Service Level Event | Service Credit |
|---|---|
| Below committed monthly uptime | Per agreement |
| Extended outage beyond contracted threshold | Per agreement |
| Critical service failure under covered scope | Per agreement |
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: support[at]gewapecloud.com
Emergency: noc[at]gewapecloud.com (24/7 for Enterprise and Mission Critical tiers)