Service Level Agreement

Last updated: [date]. This SLA forms part of the Techpullers Cloud Terms of Service.

1. Uptime commitment

Techpullers Cloud commits to 99.9% monthly network and server availability for shared, Managed WordPress, Managed Cloud and managed dedicated plans, measured per calendar month, excluding the exclusions in section 3.

99.9% allows for approximately 43 minutes of downtime per month. We aim for far less; we commit to this figure because it is one we can back with credits.

For unmanaged Cloud VPS and unmanaged dedicated servers, the commitment covers the hypervisor, hardware and network only, not the operating system or software you run.

2. Service credits

If availability in a month falls below the commitment, you may request a credit against your next invoice:

Monthly availability	Credit (of that month's fee for the affected service)
99.0% – 99.89%	10%
98.0% – 98.99%	25%
Below 98.0%	50%

Credits are requested by ticket within 30 days of the month in question, are applied to future invoices only, and do not exceed 50% of the monthly fee. Credits are the sole remedy for downtime.

3. Exclusions

Downtime caused by the following is not counted:

Scheduled maintenance, announced at least 48 hours in advance on the status page and by email, and limited to 4 hours per month, normally Sunday 00:00–04:00 IST
Emergency maintenance to address a security vulnerability
Your application, code, plugins, DNS configuration or actions by you or your users
Resource limits exceeded on your plan
Suspension for non-payment or breach of the Acceptable Use Policy
DDoS attacks or other events beyond our reasonable control, including upstream provider failures we could not have prevented
Domain registration, DNS at third-party providers, or third-party services

4. Support response targets

Plan tier	Normal ticket response	Emergency response
Launch / WP Launch / Cloud VPS	Next business day (Mon–Sat, 9:30–6:30 IST)	Within 2 hours, 24/7
Grow / WP Grow / Managed Cloud	Within 12 hours	Within 1 hour, 24/7
Scale / WP Scale / Priority managed	Within 4 hours	Within 1 hour, 24/7

"Response" means an engineer has read the ticket and replied with an assessment or next step, not that the issue is resolved. Resolution times depend on the issue and are not guaranteed.

5. Backups

Backup frequency and retention are as stated on each plan and the Security & Backups page. We commit to taking backups as scheduled and to restoring from them on request within the retention period. We do not guarantee that any individual backup is free of corruption introduced before it was taken; we test sample restores monthly.

6. Changes

We may update this SLA with 30 days' notice by email and on this page. Changes do not reduce commitments for a prepaid term already in progress.