Service Level Agreement

1. Uptime Commitment

Arcline Cloud commits to 99.9% monthly uptime for all applications hosted on Pro and Enterprise plans. This means no more than approximately 43 minutes of unplanned downtime per month.

Applications on the Starter plan are provided on a best-effort availability basis and are not covered by this SLA.

2. How We Calculate Uptime

Uptime is measured on a per-application basis as HTTP availability from external monitoring endpoints. An application is considered unavailable when it returns errors or fails to respond to health checks from our external monitoring infrastructure.

Monthly uptime percentage is calculated as:

(Total minutes in month - Minutes of downtime) / Total minutes in month x 100

Scheduled maintenance windows are excluded from downtime calculations. We provide at least 24 hours of advance notice for all scheduled maintenance via email and our status page.

3. Service Credits

If monthly uptime for your application falls below our 99.9% commitment, you are eligible for service credits based on the following schedule:

• 99.0% - 99.9% uptime: 10% credit of the monthly fee for the affected service
• 95.0% - 99.0% uptime: 25% credit of the monthly fee for the affected service
• Below 95.0% uptime: 50% credit of the monthly fee for the affected service

Credits are applied to your next invoice. The maximum credit for any billing period is equal to the monthly fee for the affected service. Credits are non-transferable and cannot be redeemed for cash.

4. Exclusions

This SLA does not apply to downtime or performance issues caused by:

• Distributed denial-of-service (DDoS) attacks or other malicious activity
• Force majeure events, including natural disasters, war, terrorism, or government action
• Issues caused by the customer's application code, configuration, or actions
• Failures of third-party services, APIs, or upstream providers outside of Arcline Cloud's control
• Scheduled maintenance performed with at least 24 hours of prior notice

5. How to Request Credits

To request a service credit, email [email protected] within 30 days of the incident. Please include:

• Your account email and affected application name(s)
• Timestamps of the observed downtime (with timezone)
• A brief description of the impact

We will review your request and respond within 5 business days. If the claim is validated against our monitoring data, credits will be applied to your next billing cycle.

6. Monitoring

Arcline Cloud uses automated external monitoring with 1-minute check intervals to track the availability of all hosted applications. Our monitoring infrastructure runs from multiple geographic locations to ensure accurate and unbiased measurements.

Real-time and historical uptime data is available at arcline.cloud/status. The status page displays current system health, active incidents, and scheduled maintenance windows.