Service Level Agreement

Draft. This text was prepared as a starting point and has not been reviewed by a lawyer. Croco IT will replace it with the reviewed version; the version number on this page changes when that happens.

What we promise

99.9% monthly availability of the host node and network for every server. Availability is measured per calendar month from our monitoring, as the share of minutes in which the host node was up and reachable.

What counts as downtime

Minutes in which the host node running your server, or our network to it, was down for a reason within our control. The following do not count:

• scheduled maintenance announced at least 48 hours in advance by email and on the status page (we aim for under 4 hours a month, at night Egypt time);
• emergency maintenance to apply a security fix;
• anything inside your server: the operating system, software you installed, configuration, running out of disk, or a reboot you asked for;
• suspension for non-payment or under the Acceptable Use Policy;
• attacks against your server (DDoS) and the measures we take to contain them;
• failures of upstream providers or events beyond our reasonable control.

Service credit

If availability in a month falls below the promise, you can claim a credit on that server's fee for the month:

Monthly availability	Credit
below 99.9%	10%
below 99.0%	25%
below 95.0%	50%

Claim by ticket within 30 days of the end of the month, naming the server and the times. Credit is added to your account and pays future invoices; it is the only remedy for downtime and is never more than one month's fee for the server.

Support

Tickets are answered in Arabic or English. We aim to answer a high priority ticket (server down) within 1 hour around the clock, and other tickets within 8 working hours. These are targets, not guarantees.

Backups

Unless your plan or an add-on includes backups, we do not back up the contents of your server and cannot restore it. With the backup add-on, backups are taken daily and kept for the period shown on the add-on; restoring one is your decision from the dashboard.