Last updated: June 2026
This Service Level Agreement ("SLA") governs the availability commitments of SIVDA LTD ("Sivda") in respect of its hosting and infrastructure services, and sets out the sole and exclusive remedy available to the Client where those commitments are not met. This SLA applies only to active, paid hosting and infrastructure services. It does not apply to: domain registrations or renewals; third-party software installed or configured by the Client; or any service suspended or terminated for non-payment, breach of the Acceptable Use Policy, or any other breach of the Client's agreement with Sivda.
Sivda commits to 99.9% monthly network and infrastructure availability ("Uptime Target"), measured over each calendar month. For the purposes of this SLA, "Downtime" means a continuous period of unavailability of a specific Service that prevents the Client from accessing that Service, excluding all periods described in section 3 below.
The following shall not constitute Downtime and shall not be included in any uptime or credit calculation:
Planned maintenance communicated to the Client at least 24 hours in advance by email or status page notice, and emergency maintenance required to protect the security, stability, or integrity of Sivda's infrastructure where prior notice is not reasonably practicable.
Interruptions caused or contributed to by: Client misconfiguration or negligent management of the Service; resource abuse triggering automated suspension under the Acceptable Use Policy; errors in or failures of Client-installed applications, scripts, plugins, or custom code; expired domain names; or the Client's failure to maintain a valid payment method or settle outstanding invoices.
Interruptions resulting from: failures of upstream data centres or network carriers outside Sivda's direct control; global or regional internet routing anomalies; connectivity failures on the Client's side or within the Client's Internet Service Provider; volumetric Distributed Denial of Service (DDoS) attacks or other malicious external actions directed at Sivda's infrastructure; or the actions of third parties beyond Sivda's reasonable control.
Events entirely outside Sivda's reasonable control, including acts of God, fire, flood, earthquake, pandemic, war, civil unrest, governmental or regulatory action, and regional infrastructure or utility failures.
Where the Uptime Target is not achieved in a given calendar month due to a Sivda infrastructure failure, the Client may submit a credit claim. Approved credits are applied to the Client's account as a percentage of the net monthly fee paid for the specific affected Service:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.9% – 100% | No credit (Uptime Target met) |
| 99.5% – 99.89% | 5% of net monthly service fee |
| 99.0% – 99.49% | 10% of net monthly service fee |
| 95.0% – 98.99% | 25% of net monthly service fee |
| Below 95.0% | 50% of net monthly service fee |
Credit claims must be submitted via a billing support ticket in the client portal within 7 calendar days of the end of the calendar month in which the Downtime occurred. Claims submitted outside this window will not be considered.
A valid claim must include:
The Service Credits set out in this SLA constitute the sole and exclusive remedy available to the Client in respect of any failure by Sivda to meet the Uptime Target. The issuance of SLA credits does not constitute an admission of liability. Nothing in this SLA limits or excludes Sivda's liability for matters that cannot lawfully be excluded pursuant to the Terms of Service.
For SLA enquiries: [email protected]