1. Service Commitment
Lineserve Cloud is committed to providing reliable, high-performance cloud infrastructure services. This Service Level Agreement ("SLA") defines our uptime commitments and the remedies available to you if we fail to meet those commitments.
2. Service Availability Commitment
2.1 Uptime Guarantee
We guarantee the following uptime levels for our services:
- Cloud Servers & VPS: 99.99% monthly uptime
- Dedicated Servers: 99.99% monthly uptime
- Managed Databases: 99.99% monthly uptime
- Kubernetes Clusters: 99.95% monthly uptime
- Block Storage: 99.99% monthly uptime
- Object Storage: 99.99% monthly uptime
2.2 Calculating Uptime
Monthly Uptime Percentage is calculated as follows:
(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
3. Service Credits
3.1 Credit Eligibility
If we fail to meet our Service Availability Commitment, you may be eligible for service credits according to the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.99% | 10% of monthly fee |
| 95.0% - 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
3.2 Credit Limitations
- Maximum credit per service per month is 50% of the monthly fee for that service
- Credits are calculated based on the affected service only
- Credits are applied to future invoices only and cannot be refunded as cash
- Credits expire 12 months from the date they are issued
3.3 Credit Request Process
To request service credits, you must:
- Submit a support ticket within 30 days of the incident
- Provide documentation showing the downtime impact
- Include the affected service identifiers and time period
We will review and respond to credit requests within 15 business days.
4. Exclusions
This SLA does not apply to service unavailability caused by:
- Scheduled maintenance (with at least 48 hours advance notice)
- Emergency maintenance required for security or stability
- Factors outside our reasonable control (force majeure events, internet backbone failures, DDoS attacks)
- Actions or inactions of the customer or third parties
- Customer's equipment, software, or network connectivity
- Suspension or termination of services due to breach of Terms of Service
- Beta, preview, or trial services
- Free tier services
5. Network Uptime
Our network infrastructure is designed for high availability with:
- Multiple redundant internet connections from Tier 1 providers
- N+1 redundancy for all critical networking equipment
- BGP routing for automatic failover
- 24/7 network monitoring and management
- 99.99% network uptime guarantee
6. Power Uptime
Our data centers feature enterprise-grade power infrastructure:
- Redundant UPS systems with N+1 configuration
- On-site diesel generators with automatic failover
- 48-hour fuel supply with guaranteed refueling contracts
- Concurrent maintainable power distribution
- 99.99% power uptime guarantee
7. Monitoring and Notifications
We continuously monitor our infrastructure and will notify you of:
- Scheduled maintenance at least 48 hours in advance
- Service incidents affecting your resources
- Service restoration when incidents are resolved
You can also check our status page at status.lineserve.net for real-time service status.
8. Support Response Times
Our support team commits to the following response times based on ticket priority:
| Priority Level | Response Time | Description |
|---|---|---|
| Critical | 15 minutes | Service down or severely degraded |
| High | 1 hour | Significant functionality impaired |
| Medium | 4 hours | Minor issues or questions |
| Low | 24 hours | General inquiries or feature requests |
9. Data Backup and Recovery
For services that include backup functionality:
- Automated daily backups with 7-day retention (included)
- Optional extended retention periods available
- Point-in-time recovery for databases
- Recovery Time Objective (RTO): 4 hours
- Recovery Point Objective (RPO): 24 hours
Note: Customers are responsible for maintaining their own backups as a best practice.
10. Security Commitments
We maintain comprehensive security measures including:
- ISO 27001 certification
- SOC 2 Type II compliance
- Regular third-party security audits
- 24/7 security monitoring and incident response
- DDoS protection for all services
- Encryption of data in transit and at rest
11. Changes to This SLA
We may modify this SLA from time to time. Material changes will be communicated via email at least 30 days before taking effect. Continued use of Services after changes constitute acceptance of the modified SLA.
12. Contact Information
For questions about this SLA or to request service credits, contact us at:
- Email: [email protected]
- Support Portal: support.lineserve.net
- Phone: +254 709 080 380