Service Level Agreement (SLA)

1. Coverage

This SLA applies exclusively to the following service interruptions:

• Network availability: we guarantee an uptime of 99% for all network-related services. If network availability falls below this level for 30 consecutive minutes, the affected service will be covered by this SLA.
• Control panel availability: we guarantee an uptime of 99% for the control panel. If the panel is unavailable for 60 consecutive minutes, the affected service will be covered by the SLA. The distinction between network downtime and panel downtime applies when the server IP responds to ping but the panel cannot be accessed.
• Hardware availability: we guarantee that our physical hardware will be operational at all times for the applicable services. If the hardware fails to meet this commitment for 10 consecutive minutes, the SLA will cover the affected service.
• Protection against DoS/DDoS attacks: we are committed to mitigating any denial-of-service attack. If we fail to bring the attack under control within 30 minutes, the SLA will apply to the affected service.

2. SLA limitations

The SLA does not apply in the following circumstances:

• Scheduled maintenance: scheduled maintenance tasks are notified in advance by email, social media or on our website and are excluded from SLA coverage.
• Software failures: issues arising from software errors or failures are not covered by the SLA. This includes third-party software, add-ons and custom scripts.
• Customer-caused issues: interruptions caused by the Customer, such as the installation of unsupported files, modifications or custom scripts, are outside SLA coverage.
• Resource overuse: the SLA does not cover interruptions arising from over-utilization of the resources allocated to the service.
• Force majeure and external events: circumstances beyond our control, such as natural disasters, government actions or any other force majeure event, are not covered by the SLA.

3. Claims for SLA breach

In the event of a breach, compensation will be offered under the following terms:

• Downtime compensation: for every 12 hours of unplanned downtime, the Customer will receive two additional days of service.
• Claim procedure: to receive compensation, the Customer must submit a claim through a support ticket from their account. Claims must be submitted within seven days following the service interruption.
• Claim assessment: all claims will be investigated and their outcome will be at the discretion of AP Interactive Solutions S.L. We reserve the right to reject claims considered fraudulent or submitted for interruptions intentionally caused by the Customer.
• Exceptions to compensation: claims related to scheduled downtime will be automatically rejected. AP Interactive Solutions S.L also reserves the right to deny compensation if it suspects that the Customer was involved in causing the DoS/DDoS attack.

4. Applicability

This SLA is valid only for direct customers of AP Interactive Solutions S.L. It does not apply to resold or subcontracted services.