Service Level Agreement

This SLA covers the recurring, infrastructure-related components of the services, namely:

• managed website hosting and the associated runtime;
• business email accounts and message transport;
• scheduled maintenance windows and security patching;
• monitoring of the public endpoints exposed by the Client's website or eshop.

Project-based work — for example, new website development, redesign, SEO campaigns, or graphic design — is governed by the deliverables and timelines defined in the corresponding personalized offer and is not subject to the uptime targets defined below.

"Service Availability"

The percentage of time, measured over a calendar month, during which the relevant service responds successfully to monitoring requests, excluding Planned Maintenance and Excluded Events.

"Planned Maintenance"

Scheduled maintenance activities announced in advance and carried out within the maintenance windows defined in Section 5.

"Incident"

Any unplanned interruption or degradation of a covered service detected by DMU monitoring or reported by the Client.

Unless a different target is agreed in writing, DMU commits to the following monthly Service Availability levels:

• Managed hosting — 99.9% per calendar month (approximately 43 minutes of permitted unavailability).
• Business email — 99.9% per calendar month.
• Maintenance and monitoring tooling — 99.5% per calendar month.

Availability is measured from the DMU monitoring platform using one-minute polling intervals against at least one external probe location.

DMU classifies incidents into three severity levels:

Severity 1 — Critical

The production service is fully unavailable or unusable for the majority of end users. First response within thirty (30) minutes, twenty-four hours a day, seven days a week. Continuous work toward resolution.

Severity 2 — Major

A major function of the service is unavailable or significantly degraded for a subset of users, with no reasonable workaround. First response within two (2) business hours.

Severity 3 — Minor

A non-critical function is impaired or a usability issue affects a small number of users, with a reasonable workaround available. First response within one (1) business day.

Routine maintenance is performed inside the following standard windows, announced at least forty-eight (48) hours in advance:

• Tuesday 02:00 — 05:00 EET, for non-disruptive updates;
• Sunday 03:00 — 06:00 EET, for changes that may temporarily affect availability.

Emergency maintenance — for example, critical security patches — may be performed outside these windows with the shortest practical notice.

Unavailability resulting from the following is excluded from SLA calculations:

• Planned Maintenance announced in accordance with Section 5;
• Client-initiated changes, custom code, or third-party plugins not supplied by DMU;
• failures of upstream providers, registrars, DNS resolvers, or content delivery networks beyond DMU's reasonable control;
• distributed denial-of-service attacks where mitigation is in progress;
• force majeure events, including natural disasters, public infrastructure outages, and government actions.

If DMU fails to meet the monthly availability target for a covered service, the Client may request a service credit applied against the next monthly invoice for that service:

• below 99.9% but at or above 99.0% — 10% credit on the affected monthly fee;
• below 99.0% but at or above 95.0% — 25% credit;
• below 95.0% — 50% credit.

Credit requests must be submitted in writing to [email protected] within thirty (30) days from the end of the affected month. Credits are the Client's sole and exclusive remedy for any failure to meet the targets defined in this SLA.

Primary channels:

• email — [email protected], monitored continuously;
• customer portal — accessible to Clients with an active subscription;
• phone — available during business hours, Monday to Friday 09:00 — 18:00 EET.

If an incident has not been acknowledged within the response time defined in Section 4, the Client may escalate by replying to the original ticket with the subject prefix "ESCALATION".

This SLA is reviewed at least once per calendar year. DMU may amend the SLA from time to time; the version in force at the start of the relevant invoicing period applies for that period. Material changes are communicated to active subscribers by email at least thirty (30) days before they take effect.

For any question regarding this SLA, please contact us at [email protected] with the subject line "Service Level Agreement".