Service Level Agreement (SLA)

Effective Date: April 19, 2026

1. Scope of Agreement

This Service Level Agreement ("SLA") between IPPTR, operated by IPPTR ("Provider"), and you ("Customer") defines the performance metrics, uptime guarantees, support response times, and remedies applicable to all paid services. This SLA is incorporated into and subject to our Terms of Service. Free tools and trial accounts are excluded from SLA coverage.

2. Uptime Guarantee Definitions

Uptime is calculated as a monthly percentage using the following formula:

• Total Minutes: The total number of minutes in the calendar month.
• Downtime: Consecutive minutes during which the service is unavailable, as confirmed by our monitoring systems from at least 3 geographically distributed probe locations.
• Exclusions: Scheduled maintenance, customer-initiated actions, DNS propagation delays from external resolvers, and force majeure events are excluded from downtime calculations.

3. Service Credit Schedule

If monthly uptime falls below the guaranteed percentage, you are entitled to service credits applied to your next billing cycle:

Service credits are capped at 100% of the monthly fee for the affected service. Credits do not accumulate across months and cannot be redeemed for cash.

4. Support Response Times

Support tickets are classified by severity level with guaranteed initial response times:

5. Hardware Replacement SLA

For dedicated server and co-location customers, we guarantee hardware replacement times for failed components:

• Hard Drives / SSDs: Replacement within 4 hours of confirmed failure during business hours, 8 hours outside business hours.
• RAM Modules: Replacement within 4 hours of confirmed failure.
• Power Supplies: Redundant PSU swap within 2 hours. Non-redundant systems within 4 hours.
• Motherboard / CPU: Replacement within 8 hours. Complex replacements may require server migration to equivalent hardware.
• Network Interface Cards: Replacement within 2 hours from on-site spare inventory.

6. Network Performance Guarantees

• Packet Loss: Less than 0.1% average packet loss measured across our backbone network monthly.
• Latency: Less than 50ms round-trip latency between any two points within our core network.
• DNS Resolution: Average query response time under 10ms from the nearest point of presence.
• Jitter: Less than 5ms average jitter on our backbone during any measurement period.

7. Scheduled Maintenance

• Routine maintenance is performed during low-traffic windows (typically 02:00–06:00 UTC on weekdays).
• Customers are notified at least 48 hours in advance via email and our status page for planned maintenance.
• Emergency security patches may be applied with shorter notice when critical vulnerabilities are identified.
• Scheduled maintenance periods are excluded from uptime calculations. We strive to keep maintenance windows under 30 minutes.

8. Exclusions

The following events are excluded from SLA calculations and do not qualify for service credits:

• Scheduled maintenance announced in advance per section 7.
• Customer-caused outages including misconfiguration, code errors, or excessive resource consumption.
• Force majeure events as defined in our Terms of Service.
• DDoS attacks specifically targeting your services (though our mitigation systems will engage automatically).
• Third-party service failures including upstream ISP outages, domain registrar issues, or certificate authority delays.
• DNS propagation delays caused by external recursive resolvers caching stale records beyond their TTL.
• Free tier services and trial accounts.

9. Claiming Service Credits

To request a service credit, follow these steps:

• Submit a support ticket within 30 calendar days of the incident with the subject line "SLA Credit Request."
• Include the affected service, date and time of the outage, duration of impact, and a description of how the outage was observed.
• Our team will review the claim against our internal monitoring data within 5 business days.
• Approved credits are applied automatically to your next invoice. Credits cannot be transferred or redeemed for cash.

10. Monitoring & Reporting

• Our real-time status page displays current service health across all components and regions.
• Monthly uptime reports are available in your client dashboard showing historical availability metrics.
• Incident post-mortems are published for significant outages within 72 hours detailing root cause, impact, and corrective actions.
• Customers on Premium and Enterprise plans receive quarterly SLA compliance reports from their account manager.

11. SLA Modifications

We may update this SLA to reflect improvements in our infrastructure, additional service offerings, or changing industry standards. Changes that reduce SLA commitments will be communicated 60 days in advance. Improvements to SLA terms take effect immediately upon publication.

12. Contact

For SLA-related inquiries, credit requests, or to report an outage: