Service Level Agreement

This Service Level Agreement (SLA) is a policy governing the use of DuceHost hosting services. This SLA applies to all customers with active hosting accounts. Our commitment is to provide reliable, high-performance hosting services with industry-leading uptime guarantees. We back this commitment with service credits when we fail to meet our stated guarantees. This SLA is subject to the terms and conditions in our Terms of Service. In case of conflict, the Terms of Service shall prevail.

**Uptime Percentage** is calculated using the following formula: Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100 **Measurement Period**: Uptime is measured on a monthly basis, from the 1st to the last day of each calendar month. **Monitoring**: We use multiple independent monitoring systems located across different geographic regions to track service availability. **Downtime Definition**: Downtime is defined as the total accumulated minutes during which your hosting service is unavailable due to issues within our control.

The following situations are NOT covered by this SLA and do not count toward downtime: • **Scheduled Maintenance**: Pre-announced maintenance windows (minimum 48 hours notice) • **Emergency Maintenance**: Critical security patches or emergency fixes • **Customer Actions**: Issues caused by customer configurations, scripts, or applications • **Third-Party Services**: DNS propagation, third-party integrations, or external APIs • **Force Majeure**: Natural disasters, war, terrorism, or government actions • **Network Issues**: Problems with customer's ISP or internet connectivity • **DDoS Attacks**: Distributed denial of service attacks on customer's services • **Resource Abuse**: Service degradation due to exceeding allocated resources • **Suspended Accounts**: Accounts suspended for policy violations or non-payment

If we fail to meet our uptime guarantee, you are entitled to service credits: **How Credits Work**: • Credits are calculated as a percentage of your monthly service fee • Credits are applied to your account for future billing • Credits do not accumulate beyond the current billing period • Maximum credit is 100% of your monthly fee (one month free) **Claiming Credits**: 1. Submit a support ticket within 30 days of the incident 2. Include the date, time, and duration of the outage 3. Provide any relevant error messages or logs 4. Our team will verify the claim using our monitoring data **Credit Processing**: Valid claims are typically processed within 7 business days and applied to your next billing cycle.

We provide 24/7/365 technical support through multiple channels: **Support Channels**: • **Live Chat**: Available on our website for immediate assistance • **Support Tickets**: Submit detailed requests through your dashboard • **Email**: support@ducehost.com for general inquiries • **Phone**: For critical issues (VPS and Dedicated customers) **Support Scope**: • Server and network infrastructure issues • Control panel functionality • DNS and domain configuration • SSL certificate installation • Email service setup • Basic WordPress/CMS assistance **Out of Scope** (may incur additional charges): • Custom development or coding • Third-party application support • Performance optimization beyond standard configurations • Data recovery from customer backups

**Network Connectivity**: Multiple Tier-1 bandwidth providers ensuring redundant connectivity **Data Centers**: Our data centers feature: • Redundant power supplies with UPS and diesel generators • N+1 cooling systems • 24/7 physical security with biometric access • Fire suppression systems • Multiple network carriers **Hardware**: • Enterprise-grade servers with RAID storage • Regular hardware maintenance and upgrades • Proactive monitoring and replacement of failing components **Backups**: • Daily automated backups (retention varies by plan) • Geographic backup redundancy • Customer-accessible backup restoration