Service Level Agreement

This Service Level Agreement ("SLA") is part of the Light Hosting Terms of Service and describes the availability NorteX (the "Provider") guarantees for paid Services, and the credit the Customer receives when it is not met.

Effective 29 October 2026.

1. Uptime Guarantee

1.1 The Provider guarantees that each Service is available at least 99% of every calendar month. This allows for about 7 hours and 18 minutes of downtime in an average month.
1.2 A Service is available when its server is running on the Provider's infrastructure and reachable from the internet over HTTP and HTTPS.
1.3 Monthly uptime is calculated as the minutes the Service was available, divided by the minutes in the month, excluding the minutes listed in Section 3.

2. Measurement

2.1 Availability is measured by the Provider's monitoring. Ongoing incidents and planned maintenance are published on the Network Status page.
2.2 Downtime starts when the outage is detected or reported by the Customer, whichever is earlier, and ends when the Service is available again.

3. Exclusions

Downtime is not counted when it is caused by:

3.1 planned maintenance announced at least 24 hours in advance on the Network Status page or by email, up to 4 hours per month;
3.2 emergency maintenance needed to fix a critical security vulnerability;
3.3 the Customer, including their code, addons, themes, configuration, exceeding the plan's resources, or stopping, restarting or reinstalling the Service;
3.4 the Customer's domain, DNS provider or DNS records, including proxied records;
3.5 third-party services the store depends on, such as payment gateways, sign-in providers or email providers;
3.6 suspension under the Terms of Service or the Abuse Policy;
3.7 attacks against the Service, such as denial-of-service attacks, beyond the Provider's reasonable mitigation;
3.8 events beyond the Provider's reasonable control, such as natural disasters, war, government action, or wide outages of internet or power infrastructure.

4. Service Credits

4.1 If monthly uptime falls below the guarantee, the Customer is entitled to a credit of the monthly fee of the affected Service:

4.2 Credits are added to the Customer's account balance and applied to future invoices. They are not paid out and have no cash value.
4.3 Credits for a month never exceed 100% of that month's fee for the affected Service.
4.4 Free trial months and Services that are unpaid or suspended are not eligible for credits.

5. Claiming a Credit

5.1 Credits must be claimed by opening a ticket in the client area within 30 days after the end of the affected month.
5.2 The claim must name the affected Service and the dates and times of the downtime.
5.3 The Provider reviews the claim against its monitoring and applies the credit within 14 days of accepting it.

6. Sole Remedy

Service credits are the Customer's sole and exclusive remedy for any failure to meet this SLA.