This Service Level Agreement sets out the availability we commit to for the services BIGBANG ITS FZE operates, how availability is measured, and what you receive if we fall short. It applies to shared hosting, reseller hosting, WordPress hosting, business email, VPS and cloud servers, and hosted 3CX, on plans that are active and paid.
The commitment
99.9% monthly network and service availability. In a 30-day month that allows about 43 minutes of unplanned downtime. We publish one number across every plan page and product card: 99.9%. If you see a different figure anywhere on this site, this page is the one that governs.
How availability is measured
- Measured per calendar month, per service, from our monitoring, which checks each target every five minutes.
- A service counts as unavailable from the second consecutive failed check until the first successful one. A single failed check is not an outage.
- Downtime is counted in whole minutes and rounded down.
What is excluded
- Planned maintenance announced at least 48 hours in advance, and emergency security patching where delay would put customer data at risk.
- Faults in anything outside our control: your domain’s DNS hosted elsewhere, your registrar, your internet connection, or a third-party service your site depends on.
- Issues caused by your own code, plugins, themes, database queries, or by exceeding the resource limits of your plan.
- Suspension for non-payment, abuse, or breach of our terms.
- Attacks that exceed the mitigation capacity included in your plan.
If we fall short
Where monthly availability for a service drops below 99.9%, you may claim a service credit against that service:
- Below 99.9% and at or above 99.0% — 10% of that service’s monthly fee.
- Below 99.0% and at or above 95.0% — 25% of that service’s monthly fee.
- Below 95.0% — 50% of that service’s monthly fee.
Credits are capped at one month’s fee for the affected service in any calendar month, are applied to your account balance against future invoices, and are the sole remedy under this agreement. Service credits are not refunds; we do not issue refunds for any service.
How to claim
Open a ticket from your client area within 14 days of the end of the month in which the downtime occurred, stating the service, the date and the approximate times. We will compare it against our monitoring records and apply any credit due within one billing cycle.
Changes
We may update this agreement; the version published here is the one in force. Material changes are announced in the client area.