Service Level Agreement
Effective Date: 1 January 2025 | Last Updated: 7 March 2025
This Service Level Agreement ("SLA") is incorporated into and forms part of the Gleyon Terms of Service. It defines the uptime commitments, incident classifications, response targets, and service credit entitlements applicable to Gleyon's managed hosting and cloud services.
1. Definitions
- Uptime: The percentage of time in a calendar month during which your service is accessible and fully operational.
- Downtime: A sustained period of ≥ 5 minutes during which your service is inaccessible due to Gleyon's infrastructure failure.
- Scheduled Maintenance: Pre-announced maintenance windows (minimum 72 hours notice). Excluded from Downtime calculations.
- Service Credits: Credits applied to your account as compensation for verified SLA breaches.
2. Uptime Commitment
| Service | Monthly Uptime SLA |
|---|---|
| Shared Hosting (cPanel) | 99.9% (< 8.7 hrs downtime/year) |
| VPS Hosting | 99.95% (< 4.4 hrs downtime/year) |
| Dedicated Servers | 99.99% (< 52 mins downtime/year) |
| Cloud Hosting (Auto-Scale) | 99.99% |
| Managed Firewall / DDoS | 99.9% |
3. Incident Response Targets
| Priority | Description | Initial Response | Resolution Target |
|---|---|---|---|
| P1 Critical | Service completely unavailable / security breach | 15 minutes | 4 hours |
| P2 High | Major feature degraded, significant impact | 1 hour | 8 hours |
| P3 Medium | Partial outage, usable workaround exists | 4 hours | 24 hours |
| P4 Low | Minor issue, no business impact | 1 business day | 72 hours |
4. Service Credits
If we fail to meet the uptime commitment in any calendar month, you are entitled to the following credits:
| Monthly Uptime Achieved | Credit Percentage |
|---|---|
| 99.0% – 99.9% (SLA met for Standard; breach for 99.95%+) | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| Less than 95.0% | 50% of monthly fee |
Credits must be claimed within 30 days of the incident and are applied to your next invoice. Credits are the sole and exclusive remedy for SLA breaches.
5. Exclusions
This SLA does not apply to outages caused by:
- Scheduled or emergency maintenance (with advance notice)
- Customer actions, misconfigurations, or third-party software failures
- Force majeure events (natural disasters, acts of government, power grid failures beyond our scrubbing centres)
- DDoS attacks exceeding agreed scrubbing capacity
- Domain/DNS issues not within Gleyon's control
6. Contact
To report an incident or claim an SLA credit, contact support@gleyon.com or raise a ticket via the client portal.