Privacy – LunarWeb LLC.

Service Level Agreement (SLA)

Last updated: Janauary 2021

IaaS

We guarantee at least 99.9% availability of the Netwindy Infrastructure as a Service (IaaS) services. The services are considered available in the following scenarios:

Users are able to login to the service, login to the Control Panel or access applications and reset passwords.

VaaS

We guarantee at least 99.9% availability of the Netwindy Voice as a Service (IaaS) services. The services are considered available in the following scenarios:

Users are able to login to the service, login to the Control Panel or access applications and reset passwords.

DRaaS

We guarantee at least 99.9% availability of the Netwindy Disaster Recovery as a Service (IaaS) services. The services are considered available in the following scenarios:

Users are able to login to the service, login to the Control Panel or access applications and reset passwords.

SECaaS

We guarantee at least 99.9% availability of the Netwindy Security as a Service (IaaS) services. The services are considered available in the following scenarios:

Users are able to login to the service, login to the Control Panel or access applications and reset passwords.

Web Hosting Services

We guarantee at least 99% availability of the Netwindy Web Hosting Services. The services are considered available in the following scenarios:

Users are able to login to the service, login to the Control Panel or access applications and reset passwords.
Users are able to publicly view published web content.

Email Hosting Services

We guarantee at least 99.5% availability of the Netwindy Email Hosting Services. The services are considered available in the following scenarios:

Users are able to login to the service, login to the Control Panel or access applications and reset passwords.
Users are able to send and receive emails.

SLA Table:

Availability %	Downtime per year
99%	3.65 Days
99.5%	1.83 days
99.8%	17.53 hours
99.9%	8.77 hours

Support Ticket Response Table:

TICKET PRIORITY	RESPONSE TIME
Low	Within 48 Business Hours
Medium	Within 12-24 Business Hours
High	Within 4-8 Hours
Critical	Within 30 Minutes Note: Reserved for network down emergencies or security related issues.

Revisions to this SLA:
LunarWeb LLC. reserves the right to revise, amend, or modify this SLA, our SLA and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted in accordance with our TOS.

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