SERVICE LEVEL
AGREEMENT.
1. General Commitment
Hyper App Cloud Infrastructure is engineered for mission-critical reliability. We provide financial guarantees for the availability of our core services to ensure your business operations remain uninterrupted.
2. Availability Metrics
3. Service Credit Structure
In the event that Hyper App fails to meet the Service Commitment in any calendar month, the Client may be eligible for a Service Credit as outlined below:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.998% to 99.999% | 25% |
| 99.995% to 99.998% | 50% |
| Below 99.995% | 100% |
4. Monitoring & Reporting
We utilize a comprehensive, multi-regional monitoring stack to track infrastructure health 24/7/365. Service Credits must be requested by the Client through our support portal within 30 days of the end of the month in which the incident occurred.
Exclusions
SLA guarantees do not apply to downtime caused by: (a) scheduled maintenance announced 24h in advance; (b) Force Majeure events or regional internet outages; (c) Client's software errors or misconfigurations; (d) violations of our Acceptable Use Policy.