Service Level Agreement

Service Level Agreement (SLA)

Last Updated: February 2026

1. Service Availability

1.1 Uptime Guarantee

FluxIT Service guarantees 99.9% network uptime per calendar month for all shared hosting, VPS, and dedicated server plans. This translates to a maximum of 43 minutes of unplanned downtime per month.

1.2 Planned Maintenance

Scheduled maintenance windows are excluded from uptime calculations. We will provide at least 48 hours advance notice for planned maintenance via email and client portal notifications.

1.3 Uptime Measurement

Uptime is calculated monthly based on our internal monitoring systems. Downtime is measured from the time we receive the first automated alert until the service is fully restored.

2. Support Response Times

2.1 Ticket Priority Levels

  • Critical (Service Down): Complete service outage affecting all users - Response within 1 hour
  • High (Major Impact): Significant functionality impaired, affecting multiple users - Response within 4 hours
  • Medium (Limited Impact): Minor functionality issues affecting individual users - Response within 12 hours
  • Low (General Inquiry): Questions, how-to requests, feature requests - Response within 24 hours

2.2 Support Channels

Technical support is available 24/7/365 through:

  • Client Portal Ticket System (recommended)
  • Email: support@fluxit.ro
  • Live Chat (9:00 AM - 6:00 PM EET, Monday-Friday)

2.3 Response Time Definition

"Response time" means the time from ticket submission until the first substantive response from our technical team. It does not guarantee resolution time, which varies based on issue complexity.

3. Service Credits

3.1 Compensation Structure

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

Monthly Uptime Percentage Service Credit
99.0% - 99.8% 5% of monthly service fee
98.0% - 98.9% 10% of monthly service fee
95.0% - 97.9% 25% of monthly service fee
Below 95.0% 50% of monthly service fee

3.2 Credit Limitations

  • Maximum credit per month: 50% of the monthly service fee
  • Credits are applied to your account balance for future services
  • Credits cannot be exchanged for cash
  • Claims must be submitted within 7 days of the end of the month in which downtime occurred

3.3 How to Claim Credits

To request a service credit, open a support ticket with:

  • Your account details
  • Date and time of service interruption
  • Description of the issue

We will investigate and respond within 5 business days.

4. SLA Exclusions

This SLA does not apply to service interruptions caused by:

4.1 Scheduled Maintenance

  • Planned maintenance announced with 48+ hours notice
  • Emergency security patches (we will notify as soon as possible)

4.2 Force Majeure

  • Natural disasters (earthquakes, floods, fires)
  • War, terrorism, civil unrest
  • Government actions or regulations
  • Power outages beyond our control
  • Internet backbone failures

4.3 Third-Party Services

  • DNS services not provided by FluxIT
  • Domain registrar issues
  • CDN or external service failures
  • Third-party software or plugins

4.4 Client-Caused Issues

  • Misconfiguration of services or applications
  • Resource abuse or violation of Acceptable Use Policy
  • Compromised account credentials
  • Custom scripts or applications causing server instability
  • DDoS attacks targeting your specific services

4.5 Suspension or Termination

  • Account suspended due to non-payment
  • Service terminated for AUP violations
  • Account locked for security reasons

5. Performance Standards

5.1 Server Resources

We monitor and maintain server resources to ensure optimal performance:

  • CPU Load: Average load kept below 80%
  • Memory: Available RAM maintained above 20%
  • Disk I/O: Monitored to prevent bottlenecks

5.2 Network Performance

  • Network latency: <50ms within Europe
  • Bandwidth: Unmetered on all plans (subject to fair use)
  • Multiple upstream providers for redundancy

6. Monitoring and Reporting

6.1 Proactive Monitoring

Our infrastructure is monitored 24/7 using:

  • Automated system health checks every 60 seconds
  • Network connectivity monitoring
  • Resource utilization tracking
  • Security threat detection

6.2 Status Page

Real-time service status is available at: status.fluxit.ro

Subscribe to status updates via email or SMS for instant notifications.

6.3 Incident Reports

For any major outage, we will publish a detailed incident report within 48 hours, including:

  • Root cause analysis
  • Timeline of events
  • Resolution steps taken
  • Preventive measures implemented

7. Data Protection and Backups

7.1 Backup Policy

  • Shared Hosting: Daily automated backups, retained for 7 days
  • VPS/Dedicated: Weekly system snapshots (optional daily backups available)
  • Backups are for disaster recovery purposes only and do not replace client-side backups

7.2 Data Retention

Upon account cancellation:

  • Active data retained for 7 days
  • Backups deleted after 30 days
  • Download your data before cancellation

8. Security Commitments

8.1 Infrastructure Security

  • Firewalls and intrusion detection systems
  • Regular security patching and updates
  • DDoS protection (up to 10 Gbps mitigation)
  • SSL/TLS encryption for all control panels

8.2 Vulnerability Response

  • Critical vulnerabilities: Patched within 24 hours
  • High-risk vulnerabilities: Patched within 72 hours
  • Medium/Low-risk: Patched during next maintenance window

9. Scalability and Resources

9.1 Resource Allocation

Shared hosting resources are allocated fairly among all users. Accounts consistently exceeding reasonable usage may be asked to upgrade to VPS or dedicated hosting.

9.2 Upgrade Path

We offer seamless migration assistance when upgrading between plans with zero downtime for most services.

10. Changes to This SLA

We reserve the right to modify this SLA with 30 days' notice. Changes will be communicated via:

  • Email notification to registered account holders
  • Announcement in the client portal
  • Updated SLA posted on our website

Continued use of services after the effective date constitutes acceptance of the modified SLA.

11. Limitation of Liability

Our total liability under this SLA is limited to service credits as outlined in Section 3. We are not liable for:

  • Indirect, incidental, or consequential damages
  • Loss of profits, revenue, or data
  • Business interruption costs

Maximum cumulative liability for any claims: Total amount paid for services in the 12 months preceding the claim.

12. Contact Information

For questions about this SLA or to report service issues:

  • Email: support@fluxit.ro
  • Phone: +40 746 358 948 (9:00 AM - 6:00 PM EET, Mon-Fri)
  • Client Portal: https://gazduire.fluxit.ro

FluxIT Service Professional Hosting Solutions Bucharest, Romania