Service Level Agreement (SLA)
Last updated: [Insert Date]
This Service Level Agreement (“SLA”) outlines the service expectations, responsibilities, and commitments between Zinyaw Fortunate Technologies ("the Company") and its customers ("You" or "Client"). This SLA applies to all hosting, support, and technology services provided by the Company unless otherwise stated in a specific contract.
1. Service Commitment
Zinyaw Fortunate Technologies is committed to providing a reliable and high-performance service to all customers. This SLA defines the levels of service expected and remedies if service levels are not met.
2. Uptime Guarantee
We guarantee a 99.9% network and infrastructure uptime on a monthly basis, excluding scheduled maintenance or events outside our control (force majeure).
Uptime Calculation:
Uptime % = (Total Time – Downtime) / Total Time × 100
Exclusions:
- Scheduled maintenance (notified at least 24 hours in advance)
- Client-side issues
- Third-party service failures
- Attacks such as DDoS that are beyond reasonable prevention
- Force majeure events (natural disasters, government actions, etc.)
3. Support Services
Our technical support is available as follows:
- Standard Support Hours: 9:00 AM to 6:00 PM (GMT+6:30), Monday to Friday
- Emergency Support: 24/7 for critical issues (downtime, data loss, service unavailability)
Support Channels:
- Email: support@zinyawhost.com
- Phone: +95 (1) 4706404
- Ticket System: https://zinyawhost.com/support
Response and Resolution Times:
| Issue Severity | Response Time | Resolution Time Goal |
|---|---|---|
| Critical | ≤ 1 hour | ≤ 4 hours |
| High | ≤ 2 hours | ≤ 8 hours |
| Medium | ≤ 6 hours | ≤ 24 hours |
| Low | ≤ 12 hours | ≤ 48 hours |
4. Scheduled Maintenance
- Scheduled maintenance will be notified at least 24 hours in advance whenever possible.
- Maintenance may occur during off-peak hours to reduce service impact.
- Scheduled maintenance is excluded from uptime calculations.
5. Service Credits
If we fail to meet the uptime guarantee, You may request a Service Credit based on the table below:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly fee |
| 98.0% – 98.99% | 25% of monthly fee |
| < 98.0% | 50% of monthly fee |
Credit Conditions:
- Must be requested in writing within 7 days of the incident.
- Applied to future invoices only.
- Maximum credit cannot exceed one month's fee.
6. Customer Responsibilities
- Provide accurate contact and account information.
- Maintain their own internet connectivity and devices.
- Refrain from misuse or overuse of the service.
- Follow all security and access policies.
7. Limitations and Liability
This SLA does not guarantee uninterrupted or error-free operation of the services. The Company’s total liability is limited to the amount of service credits defined above. The SLA does not apply:
- During beta or trial periods.
- If You are in breach of your payment or usage terms.
8. Modifications to the SLA
The Company may update this SLA at any time to reflect changes in service delivery or legal compliance. Updates will be posted on this page with a revised "Last updated" date. Continued use of the service indicates agreement to the modified terms.
9. Contact Information
- Email: support@zinyawhost.com
- Website: https://zinyawhost.com
- Phone: +95 (1) 4706404
- Address: 190 Clemenceau Ave, #06-07 SHOPPING CENTRE, Singapore 239924