Service Level Agreement (SLA)

3. Service Credits for SLA Breaches

If we fail to meet our 99.9% uptime guarantee, you are eligible for service credits according to the following schedule:

4. Exclusions from SLA

The uptime guarantee does not apply to downtime resulting from:

• Scheduled Maintenance: Announced at least 24 hours in advance
• Emergency Maintenance: Required for security or critical infrastructure issues
• Customer Actions: Misconfigurations, software issues, or resource abuse
• Force Majeure: Natural disasters, wars, terrorism, or events beyond our control
• Third-Party Services: Issues with DNS, registrars, or other external services
• DDoS Attacks: During active mitigation of attacks targeting your server
• Suspension: Services suspended due to Terms of Service violations or non-payment

5. Claiming Service Credits

5.1 Request Period: Service credits must be requested within 7 days of the end of the month in which the SLA breach occurred.

5.2 How to Claim: Submit a support ticket through your client portal or email support@hardbrain.store with:

• Your account email and affected service ID
• Dates and times of the outage
• Any relevant screenshots or documentation

5.3 Verification: We will verify the claim against our monitoring logs and respond within 5 business days.

5.4 Credit Application: Approved credits are applied to your account balance and used for future invoices.

5.5 Maximum Credit: Total service credits in any month cannot exceed 50% of that month's service fee. Service credits are your sole remedy for SLA breaches.

6. Support Response Times

6.1 Support Availability: Our support team is available 24/7/365 via:

• Email: support@hardbrain.store
• Client Portal: Ticket system
• Phone / WhatsApp: +963 959 402 930 / +44 7846 033514 (emergency issues)

6.2 Response Time Targets:

Note: Response times indicate initial response, not resolution time. Resolution time varies based on issue complexity.

7. Maintenance Windows

7.1 Scheduled Maintenance: We perform routine maintenance to ensure optimal performance and security. Scheduled maintenance:

• Is announced at least 24 hours in advance
• Typically occurs during low-traffic hours (2 AM - 6 AM EST)
• Usually completes within 1-2 hours
• Does not count against uptime SLA

7.2 Emergency Maintenance: In rare cases, emergency maintenance may be required for critical security or infrastructure issues. We will:

• Provide as much advance notice as possible
• Complete maintenance as quickly as possible
• Provide status updates during the maintenance window

8. Network Performance

8.1 Network Infrastructure: Our VPS servers are hosted on enterprise-grade infrastructure with:

• Multiple Tier 1 network providers
• Redundant network paths
• DDoS protection and mitigation
• Low-latency connections

8.2 Network Monitoring: We continuously monitor network performance including:

• Latency and packet loss
• Bandwidth utilization
• Network security events
• Routing efficiency

9. Hardware and Infrastructure

9.1 Hardware Quality: All VPS servers run on:

• Enterprise-grade hardware
• Redundant power supplies
• RAID storage configurations
• Hot-swappable components

9.2 Data Centers: Our servers are housed in Tier III or higher data centers featuring:

• 24/7 on-site security and monitoring
• Redundant power and cooling
• Fire suppression systems
• Environmental controls

10. Security Commitments

10.1 Security Measures: We implement comprehensive security including:

• DDoS protection and mitigation
• Network firewalls and intrusion detection
• Regular security audits and updates
• Secure access controls
• Encrypted data transmission

10.2 Compliance: HardBrain maintains compliance with:

• PCI DSS (Payment Card Industry Data Security Standard)
• ISO 27001 (Information Security Management)
• GDPR (General Data Protection Regulation)

11. Limitations and Disclaimers

11.1 Best Effort Services: While we guarantee 99.9% uptime, some aspects of service delivery are provided on a "best effort" basis without specific guarantees.

11.2 Customer Responsibility: You are responsible for:

• Proper server configuration and maintenance
• Regular backups of your data
• Security of your applications and content
• Compliance with our Acceptable Use Policy

11.3 Sole Remedy: Service credits as described in this SLA are your sole and exclusive remedy for any SLA breach or service disruption.

12. SLA Modifications

We reserve the right to modify this SLA at any time. Material changes will be announced at least 30 days in advance. Your continued use of our services after changes constitutes acceptance of the modified SLA.

13. Contact Information

For SLA-related questions or to claim service credits: