Beacon Hosting Service Level Agreement (SLA)
Effective Date: 3 June 2025
This Service Level Agreement ("SLA") outlines Beacon Hosting's commitment to service availability, support responsiveness, and compensation for downtime.
1. Service Availability
Monthly Uptime Guarantee
*Excluding scheduled maintenance and emergency maintenance periods
2. Scheduled Maintenance
We will notify customers at least 48 hours in advance of scheduled maintenance, which typically occurs during off-peak hours.
3. Support Response Times
Support tickets will receive initial responses within:
Critical Issues
Service outages, security breaches
Non-Critical Issues
General support, configuration help
4. Downtime and Compensation
If monthly uptime falls below our guarantee:
- Below 99.9%: 10% monthly fee credit
- Below 99.5%: 20% monthly fee credit
- Below 99%: 50% monthly fee credit
Important: To claim a credit, customers must submit a request within 30 days of the downtime.
5. Exclusions
This SLA does not cover downtime caused by:
- Customer misuse or misconfiguration
- Third-party outages outside Beacon Hosting's control
- Force majeure events (natural disasters, war, governmental actions)
Contact Information
For further questions, contact Beacon Hosting at [email protected]