1. Covered Services & Scope
This Service Level Agreement ("SLA") applies to all production infrastructure resources provisioned through iQuipe Digital, including:
- Cloud Virtual Machines: Dedicated and shared compute instances and NVMe block storage.
- Managed Databases: High-availability PostgreSQL, MySQL, and Redis clusters.
- Object Storage: S3-compatible hot and archival data storage buckets.
- API Marketplace & Gateway: Edge API routing and developer marketplace endpoints.
2. Monthly Uptime Commitment
iQuipe Digital guarantees a Monthly Uptime Percentage of at least 99.99% during each calendar billing cycle for all active cloud nodes and storage clusters.
Monthly Uptime Percentage is calculated by subtracting from 100% the percentage of 1-minute intervals during the month in which the service experienced Unscheduled Downtime.
3. Service Credit Schedule
If the Monthly Uptime Percentage falls below our guaranteed SLA threshold, customers are eligible for Service Credits applied directly against their subsequent monthly invoice:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| 99.90% – 99.99% | 10% Credit of monthly affected fee |
| 99.00% – 99.89% | 25% Credit of monthly affected fee |
| 95.00% – 98.99% | 50% Credit of monthly affected fee |
| Less than 95.00% | 100% Credit of monthly affected fee |
4. Support Incident Response SLAs
Our 24/7/365 engineering team operates around the clock to triage and resolve infrastructure tickets according to priority severity:
| Severity Level | Initial Response Time | Engineering Action |
|---|---|---|
| P1 – Critical Complete service outage |
< 15 Minutes | Immediate escalation to senior site reliability engineers. |
| P2 – High Degraded performance / latency |
< 1 Hour | Active troubleshooting and edge routing optimization. |
| P3 – Normal General technical inquiries |
< 4 Hours | Standard cloud support engineer review. |
| P4 – Low Feature or billing questions |
< 12 Hours | Customer success and billing support assistance. |
5. Maintenance & Downtime Definitions
Scheduled Maintenance: Maintenance windows performed during periods of lowest traffic with at least 48 hours advance notice delivered via email and posted on our status page. Scheduled maintenance does not count toward downtime.
Emergency Maintenance: Urgent critical security patches (e.g. zero-day kernel mitigations) necessary to prevent immediate security breaches. We provide notice as soon as reasonably practicable.
6. Credit Claim Process
To request a service credit under this SLA:
- Submit a support ticket via Support Portal within 30 days of the incident.
- Include incident timestamps, affected instance IDs, and traceroute/diagnostic logs illustrating the outage.
- Credits are approved within 5 business days and applied automatically to your next billing invoice in Ghana Cedis (₵).
7. SLA Exclusions & Limitations
This SLA does not apply to any downtime caused by:
- Factors outside our reasonable control (e.g. natural disasters, civil unrest, undersea fiber cable cuts, upstream ISP failures).
- Customer actions or inactions (e.g. custom kernel configurations, exceeding RAM limits leading to OS kernel panics, firewall misconfigurations).
- Suspensions resulting from violations of our Acceptable Use Policy or unpaid accounts.
- Alpha, Beta, or experimental preview features clearly designated as non-production.