RELIABILITY GUARANTEE
Service Level Agreement (SLA)
At ApexHostPro, we guarantee our customers an industry-leading 99.99% network and database infrastructure availability.
99.99%
Uptime Guarantee
< 15 Mins
Critical Response Time
24/7/365
Oracle DBA On-Duty
1. Coverage and Scope
This SLA applies to all active ApexHostPro customers utilizing Shared Hosting, DedicatedDB, and CloudDB managed services. It covers network connectivity, hypervisor hardware availability, Oracle REST Data Services (ORDS) uptime, and physical datacenter power infrastructure.
2. Service Credit Schedule
If monthly uptime falls below our 99.99% threshold (excluding scheduled maintenance announced at least 48 hours in advance), customers are eligible for the following billing credits:
| Monthly Uptime Percentage | Service Credit Granted |
|---|---|
| 99.50% – 99.98% | 10% of Monthly Fee |
| 99.00% – 99.49% | 25% of Monthly Fee |
| Below 99.00% | 50% of Monthly Fee |
3. Incident Reporting & Claims
To claim an SLA credit, submit a ticket to our 24/7 support desk or contact your designated DBA via WhatsApp at 03048106662 within thirty (30) days of the verified outage.