SLA
SLA — availability and support guarantees
This SLA describes the guaranteed availability of Kapusta.hosting services, support response times and service credits.
SLA parameters
| Parameter | Support Start | Support Business | Support Pro |
|---|---|---|---|
| Guaranteed uptime | 99.9% | 99.95% | 99.98% |
| Response time (critical) | 8 business hours | 2 h | 30 min |
| Response time (standard) | 1 business day | 4 business hours | 1 business hour |
| Contact channels | Panel, email | Panel, email, phone | Panel, email, phone, 24/7 priority |
| Maintenance window | 48 h notice | 72 h notice | 72 h notice + agreed slot |
How we measure uptime
Uptime is measured monthly as the ratio of time the service responded correctly to the total time in the month, excluding planned maintenance announced per the table above.
We use external HTTP monitoring from several European locations. Incident history is published on the status page.
Service credits
If we miss the guaranteed level in a given month, on request we grant a discount on the next billing period: 10% for each started 0.1 percentage point below the guarantee, capped at 50% of the subscription value.
Submit the request through the client panel within 30 days after the end of the month in which the incident occurred.
Exclusions
The SLA does not cover downtime caused by bugs in customer application code, exhausted plan limits, third-party actions on the customer side, attacks beyond our filtering capacity, or force majeure.
It also excludes external services outside our control, such as domain registries or payment providers.
Need a custom SLA?
For projects with elevated requirements we prepare a dedicated agreement.