Service Level Agreement ("SLA") for Hosting Services
Last Updated: 7. September of 2023
This Service Level Agreement ("SLA") is an integral part of the Terms of Service ("ToS") between you ("Customer" or "you") and Pofii ("Company," "we," "us," or "our"). This SLA applies solely to our Web Hosting, WordPress Hosting, and Reseller Hosting services ("Hosting Services"). This SLA does not extend to Domain Name Registrations or any other services we may offer.
1. Service Availability
1.1 Pofii is committed to providing an exceptional level of service with a 99.99% uptime guarantee. This uptime percentage is calculated on a monthly basis and includes all unscheduled outages that are within our control.
1.2 Exceptions to the uptime guarantee include:
- Scheduled maintenance
- Circumstances beyond our control, such as acts of government, natural disasters, or third-party attacks on the infrastructure
2. Service Credits
2.1 If we fail to meet the 99.99% uptime guarantee, you will be eligible for service credits, which will be applied to your next billing cycle. To request a service credit, contact our support team within 30 days of the incident.
2.2 Service credits will be issued as follows:
- 99.5% - 99.98% uptime: 20% service credit
- 98% - 99.49% uptime: 50% service credit
- Below 98% uptime: 100% service credit
3. Data Backup
3.1 Pofii takes responsible measures to secure and back up your data. However, we are not responsible for any loss of data. Customers are encouraged to perform their own backups, with simple one-click in pPanel.
4. Limitation of Liability
4.1 Pofii will not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses.
5. Governing Law
5.1 This SLA is governed by the laws of the jurisdiction in which Pofii is registered, without regard to conflict of law principles.
6. Changes to SLA
6.1 Pofii reserves the right to revise, change, or update this SLA at any time. Changes to the SLA will be posted on our website and become effective immediately upon posting.