SLA & Uptime Documentation

Our commitment to reliability, performance, and transparent service standards for all WebCraft Studios hosted solutions.

WebCraft Studios guarantees the highest levels of availability and performance for all corporate websites, SaaS platforms, and business applications we develop and host. This document outlines our Service Level Agreement (SLA), uptime monitoring standards, incident response protocols, and maintenance policies.

📄 Policy Version

Last updated: January 15, 2025 | Effective for all active projects and hosting contracts.

📋 Service Level Agreement

Our SLA defines the guaranteed uptime, support response times, and performance benchmarks based on your service tier. All metrics are measured monthly and reported transparently.

Service Tier	Guaranteed Uptime	Support Response	Resolution Target
Standard	99.9%	< 4 Business Hours	< 48 Hours
Professional	99.95%	< 2 Business Hours	< 24 Hours
Enterprise	99.99%	< 30 Minutes (24/7)	< 12 Hours

Performance Benchmarks: All projects are optimized for Core Web Vitals compliance. We target LCP < 2.5s, FID < 100ms, and CLS < 0.1 across global edge networks.

📊 Uptime Monitoring & Metrics

We utilize enterprise-grade monitoring tools to track availability, latency, and server health across multiple global regions. Monitoring occurs every 60 seconds from 12+ distributed locations.

Historical Availability (Last 30 Days)

Operational

Scheduled Maintenance

Unplanned Downtime

🌍 Global Edge Network

All websites are distributed via CDN with automatic failover. Real-time status dashboards are available to clients via the WebCraft Client Portal.

🚨 Incident Response & Severity Levels

Incidents are classified by impact and urgency. Our DevOps and support teams follow strict escalation protocols to ensure rapid resolution.

Severity	Definition	Response Time	Updates
P1 - Critical	Complete outage, data loss risk, or core functionality broken	15 minutes	Every 30 mins
P2 - High	Major feature impaired, significant performance degradation	1 hour	Every 2 hours
P3 - Medium	Minor feature broken, workaround available	4 hours	Every 8 hours
P4 - Low	Cosmetic issue, documentation error, or feature request	Next business day	Resolution update

Communication Channels: Incident updates are delivered via email, SMS (Enterprise tier), and the Status Page. Major incidents trigger automated alerts to designated technical contacts.

🔧 Scheduled Maintenance Windows

We perform routine maintenance to ensure security, performance, and infrastructure upgrades. All planned maintenance follows these guidelines:

Frequency: Monthly security patches, quarterly infrastructure reviews
Timing: Tuesday 02:00 - 04:00 UTC (low-traffic window)
Notification: 72-hour advance notice via email and status page
Downtime Impact: < 15 minutes for most updates; zero-downtime deployments for routine patches

⚠️ Emergency Maintenance

Critical security vulnerabilities may require immediate action. We will notify affected clients within 1 hour of deployment and provide full post-incident reports.

💳 Service Credit Policy

If we fail to meet the guaranteed uptime SLA in a calendar month, you may request a service credit. Credits are applied to your next invoice and calculated as follows:

99.0% - 99.8%: 10% monthly service credit
95.0% - 98.9%: 25% monthly service credit
Below 95.0%: 50% monthly service credit

Credit requests must be submitted within 15 days of the billing cycle close. Abuse of the credit policy or third-party DNS/hosting issues outside our control are excluded.

❓ Frequently Asked Questions

Uptime is calculated as (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100. Downtime includes any period where the site returns HTTP 5xx errors or is unreachable from monitoring nodes. Scheduled maintenance is excluded from uptime calculations.

Our Enterprise tier includes 24/7 on-call support. For Standard and Professional tiers, critical infrastructure failures trigger automatic escalation to our senior engineering team, with response guaranteed within 2 hours regardless of time zone.

Yes. All clients receive access to the WebCraft Monitoring Dashboard, which displays real-time CPU, memory, bandwidth, error rates, and global latency maps. API access is available for Enterprise customers.

Daily automated backups are included in all tiers with 30-day retention. Enterprise clients receive hourly incremental backups with geo-redundant storage. Backup restoration is guaranteed within 4 hours of request.

Questions about this SLA? Contact legal@webcraft.studio or your account manager.