Service Level Agreement

Last Updated: 17 January 2026

This Service Level Agreement (“SLA”) defines the service availability commitments, responsibilities, and limitations of Done 5 Technologies Networks (“Done 5 Technologies”, “we”, “us”, or “our”). This SLA applies to all hosting services unless otherwise stated in a separate written agreement.

This SLA forms part of, and must be read in conjunction with, our Terms of Service (TOS), Acceptable Use Policy (AUP), and Fair Usage Policy (FUP).

1. Service Availability Commitment

Done 5 Technologies guarantees 99.9% network uptime per calendar month for hosting services.

Uptime is defined as the availability of the network, power, and core server infrastructure required for service operation.

2. Uptime Measurement

Uptime is measured on a monthly basis and calculated as:

• Total minutes in the month
• Minus unscheduled downtime attributable to Done 5 Technologies

Monitoring data from internal systems will be the sole reference for uptime calculations.

3. Exclusions from Uptime Guarantee

The following events are not counted as downtime under this SLA:

• Scheduled maintenance (with or without notice)
• Emergency maintenance required to protect infrastructure or security
• DDoS attacks or malicious activity beyond our control
• Customer-caused outages or misconfiguration
• Third-party software, plugins, scripts, or applications
• Network issues outside our upstream providers
• Suspension due to TOS, AUP, or FUP violations

4. Maintenance Windows

Scheduled maintenance may be required to ensure system stability and security.

• Maintenance may occur without prior notice in emergency situations
• Routine maintenance will be scheduled during low-traffic periods when possible

Temporary service interruption during maintenance does not qualify for SLA credits.

5. SLA Credits

If uptime falls below the guaranteed level, eligible customers may request service credits as follows:

Important Conditions:

• Credits apply to hosting fees only
• Credits are applied to future invoices, not cash refunds
• SLA claims must be submitted within 7 days of the incident
• One credit per month maximum

6. Claim Process

To request an SLA credit, the customer must:

1. Submit a support ticket via the client portal
2. Include affected service details and time of incident
3. Submit the request within the allowed claim period

Failure to follow the claim process voids eligibility.

7. Customer Responsibilities

Customers are responsible for:

• Proper configuration and security of their applications
• Maintaining current contact information
• Monitoring resource usage
• Keeping independent backups of all data

Issues caused by customer actions are excluded from SLA coverage.

8. Support Response Scope

This SLA does not guarantee:

• Resolution time for software or application issues
• Performance metrics beyond network availability
• Support for unmanaged services

Support response and resolution times may vary based on service type.

9. Data Integrity Disclaimer

While we take reasonable measures to protect data, Done 5 Technologies does not guarantee data integrity or recovery.

Customers are solely responsible for maintaining their own backups. SLA credits do not apply to data loss, corruption, or restoration time.

10. Limitation of Liability

SLA credits are the exclusive remedy for downtime covered under this agreement.

Done 5 Technologies’ total liability under this SLA shall not exceed the monthly service fee paid by the customer for the affected service.

11. Modifications

Done 5 Technologies reserves the right to modify this SLA at any time. Continued use of services constitutes acceptance of the revised agreement.

12. Governing Authority

Done 5 Technologies Networks retains sole discretion in interpreting and enforcing this SLA.

By using our services, you acknowledge that you have read, understood, and agreed to this Service Level Agreement.