Service Level Agreement (SLA) Policy

Effective Date: 01/01/2020

This Service Level Agreement ("SLA") outlines the level of service that Seven Labs ("we", "us", or "our"), based in Cleveland, Ohio, provides to its customers ("you", "your", or "Client"). This SLA forms part of your agreement for web hosting services with Seven Labs.

1. Uptime Guarantee

Seven Labs guarantees a minimum of 99.9% network uptime on an annual basis. Uptime is calculated over each calendar month.

If Seven Labs fails to meet the uptime guarantee, you may be eligible for a service credit as outlined below.

99.9% – 100% uptime: No credit
99.0% – 99.89% uptime: 10% credit
95.0% – 98.99% uptime: 25% credit
Below 95.0% uptime: 50% credit

2. Support Response Times

Seven Labs provides 24/7/365 technical support. We aim to meet the following response times:

Critical Issues (Site down): Response within 1 hour
High Priority (Performance degradation): Response within 2 hours
General Support Requests: Response within 6 hours

3. Maintenance and Scheduled Downtime

Routine server maintenance is occasionally required and will be scheduled during off-peak hours whenever possible. Clients will be notified at least 48 hours in advance for any maintenance expected to affect uptime or service access.

4. Exclusions

This SLA does not apply to service interruptions caused by:

Planned maintenance with proper notice
Client-side errors or misconfigurations
Acts of God, natural disasters, or force majeure events
Third-party software or services not provided by Seven Labs

5. Requesting Service Credits

To request a credit, please contact support@seven-labs.com within 7 days of the incident. Include relevant logs, timestamps, and a detailed description of the issue. Approved credits will be applied to the next billing cycle.