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- Condiciones Generales de Servicio (CGS)
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- Acuerdo de Nivel de Servicio (SLA)
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1. Purpose
This Service Level Agreement (“SLA”) sets forth the availability and quality commitments that SN WHITE HOSTING, a trade name of SN SOLUTIONS LLC (“Provider”), offers to its customers (“Client”) in relation to Shared Hosting, WordPress Hosting, VPS, and Dedicated Server services.
2. Guaranteed Availability
2.1. SN WHITE HOSTING guarantees a monthly uptime of 99.95% for all hosting services, measured over a one (1) calendar month.
2.2. Availability will be calculated as follows:
Availability (%) = [(Total monthly time - Non-excluded downtime) / Total monthly time] x 100
3. SLA Credit Compensation
3.1. If the monthly availability falls below 99.95%, the Client may request an account credit equal to a percentage of the monthly service fee, according to the following table:
| Monthly Availability | Applicable Credit |
|---|---|
| 99.94% – 99.90% | 5% of monthly fee |
| 99.89% – 99.80% | 10% of monthly fee |
| Below 99.80% | 25% of monthly fee |
3.2. Credits will be applied only to future invoices and are non-refundable in cash.
3.3. To request the credit, the Client must open a support ticket within 10 days after the end of the affected month, specifying the date, time, and estimated duration of the outage.
4. SLA Exclusions
The following shall not be counted as downtime:
a) Scheduled maintenance with at least 24 hours prior notice.
b) Force majeure events (natural disasters, widespread power outages, wars, terrorism, pandemics).
c) Failures caused by Client actions, configurations, or negligence.
d) Connectivity issues outside SN WHITE HOSTING’s infrastructure.
e) Suspensions due to breach of General Terms, AUP, or non-payment.
5. Backups
5.1. SN WHITE HOSTING automatically performs:
- Incremental backups from Monday to Saturday at 03:00 AM (server time).
- Full backups on Sundays at 03:00 AM (server time).
5.2. The Client is solely responsible for maintaining additional copies of their data. The Provider shall not be held liable for data loss if the Client fails to maintain their own external backups.
6. Support Procedure
6.1. Technical support will be provided during the hours specified in the General Terms, except for emergencies, which will be handled through a priority ticket.
6.2. In case of a critical emergency, the Client must open a ticket marked as “URGENT.”
7. SLA Modification
SN WHITE HOSTING reserves the right to modify this SLA, notifying Clients at least 15 days in advance. Changes will not affect services already contracted until their next renewal date.
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