Our Commitment to Service Excellence
This Service Level Agreement (SLA) outlines the performance standards, availability guarantees, and compensation policies for Oxflare cloud hosting services.
Effective Date: January 15, 2024
Uptime Guarantee: 99.9%
Response Time: ≤ 15 minutes
Version: 2.1
This Service Level Agreement (SLA) is a formal commitment between Oxflare Technologies Inc. ("Oxflare," "we," "us," or "our") and our customers ("Customer," "you," or "your"). This SLA defines the service levels, availability guarantees, and compensation policies for our cloud hosting services.
Commitment: Oxflare is committed to providing industry-leading service reliability and performance. This SLA outlines our guarantees and your remedies should we fail to meet these commitments.
This SLA is incorporated into and forms part of the Oxflare Terms of Service. By using our services, you agree to the terms of this SLA.
Monthly Availability Guarantee
Critical Issue Response Time
Request Success Rate
This SLA applies to the following Oxflare services:
This SLA applies to all Oxflare data centers globally:
Exceeds SLA guarantee of 99.9%
Monthly Uptime Percentage is calculated as follows:
Monthly Uptime % = [(Total Minutes in Month - Unavailable Minutes) / Total Minutes in Month] × 100
| Service Tier | Uptime Guarantee | Maximum Monthly Downtime | Service Credit |
|---|---|---|---|
| Starter/Business | 99.9% | 43 minutes 49 seconds | 10% credit |
| Professional | 99.95% | 21 minutes 55 seconds | 15% credit |
| Enterprise | 99.99% | 4 minutes 23 seconds | 25% credit |
Important: The Service Credit is your sole and exclusive remedy for any failure to meet the Uptime Guarantee.
Oxflare guarantees the following network performance standards:
| Storage Type | Read IOPS | Write IOPS | Latency |
|---|---|---|---|
| Standard SSD | ≥ 3,000 | ≥ 1,500 | ≤ 5ms |
| Premium NVMe | ≥ 50,000 | ≥ 25,000 | ≤ 1ms |
| Enterprise SSD | ≥ 100,000 | ≥ 50,000 | ≤ 0.5ms |
Oxflare guarantees 99.9% availability for our management API, with the following response time guarantees:
Oxflare provides 24/7/365 support through multiple channels:
| Severity Level | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| Critical (P1) | Service completely unavailable | ≤ 15 minutes | ≤ 4 hours |
| High (P2) | Major service degradation | ≤ 1 hour | ≤ 8 hours |
| Medium (P3) | Minor service issues | ≤ 4 hours | ≤ 24 hours |
| Low (P4) | General inquiries | ≤ 8 hours | ≤ 72 hours |
Response Time Calculation: Response time is measured from when the support ticket is created in our system to when a support engineer begins working on the issue.
Oxflare employs comprehensive monitoring systems that check service availability every 60 seconds from multiple global locations.
Monthly SLA compliance reports are available to all customers through the Oxflare control panel. Reports include:
Detailed availability metrics
Response time analysis
All service incidents
Service Credits are automatically calculated and applied when Monthly Uptime Percentage falls below the guaranteed level. Credits are calculated as a percentage of your monthly service fee.
| Monthly Uptime | Service Credit | Example: $100/mo Plan |
|---|---|---|
| 99.0% to 99.9% | 10% credit | $10 credit |
| 95.0% to 98.9% | 25% credit | $25 credit |
| 90.0% to 94.9% | 50% credit | $50 credit |
| Below 90.0% | 100% credit | $100 credit |
Maximum Credit: The maximum Service Credit available in any single billing month is 100% of the monthly service fee for the affected service.
To receive a Service Credit, you must submit a request by the end of the second billing cycle after the month in which the incident occurred. Include:
The following are excluded from SLA calculations:
Planned maintenance windows with at least 7 days notice
Critical security or stability maintenance with best-effort notice
Natural disasters, wars, riots, strikes, or government actions
Customer-induced issues, configuration errors, or abuse
Issues with ISPs, DNS providers, or other third-party services
Maintenance Windows: Scheduled maintenance typically occurs on Sundays between 02:00 and 06:00 UTC. We provide advance notice via email and our status page.
For any service incident, Oxflare provides regular updates through:
For Critical (P1) incidents, we provide a comprehensive Root Cause Analysis (RCA) report within 5 business days, including:
Oxflare reserves the right to modify this SLA at any time. Changes will be communicated to customers via email at least 30 days before they take effect.
Customer Rights: If we make a material change to this SLA that adversely affects your service, you may terminate your service without penalty within 30 days of the change taking effect.
All SLA modifications will be posted on our website and archived for historical reference.
For SLA-related inquiries or to request Service Credits:
Email: sla@oxflare.com
Phone: +254 113 446 312 (Option 3 for SLA)
Email: support@oxflare.com
Phone: +254 113 446 312 (Option 1 for Support)
URL: status.oxflare.com
Real-time service status and incident updates
This Service Level Agreement was last updated on January 15, 2024.
Previous versions: Version 2.0 • Version 1.5 • Archive
Access tools and resources to monitor and manage your SLA compliance.
Need assistance with SLA compliance or have questions about service credits?
Contact SLA Team