Global
Addendum G – Service Level Agreement (SLA)
Last Updated: August 23, 2025
This SLA applies to the Services identified below. SLA credits are the sole and exclusive remedies for downtime.
1. Coverage
- Hosting: 99.9% monthly uptime target.
- SaaS & APIs: 99.5% monthly uptime target.
2. Measurement
Uptime is measured monthly as the percentage of minutes the Service is available, excluding Exclusions below.
3. Exclusions
- Planned maintenance (with prior scheduling where feasible).
- Customer-caused outages (misconfiguration, abuse).
- Force majeure events and third-party failures outside HIOX control.
- Beta features or free tiers.
4. Credits
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% to ≥ 99.0% | 5% of monthly fee |
| < 99.0% to ≥ 95.0% | 10% of monthly fee |
| < 95.0% | 25% of monthly fee |
Credits apply to future invoices and cannot exceed the monthly fee for the affected Service.
5. Claims
To receive credits, Customer must submit a claim with supporting details within 30 days after the month in which the downtime occurred.