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Home/SLA

Service Level Agreement (SLA)

Last updated: January 1, 2025

99.9%
Guaranteed Uptime
< 15 min
Incident Response Time
Credits
Automatic Compensation

1. Uptime Guarantee

web.com.do guarantees 99.9% monthly availability for the following services:

  • VPS Instances (Compute)
  • Managed Kubernetes (Control Plane)
  • Block Storage and Object Storage
  • Managed Databases
  • Networking (Load Balancers, VPC, Floating IPs)
  • Managed Apps (Marketplace)

2. Service Credits

Monthly UptimeCredit
99.0% — 99.9%10% of monthly charge
95.0% — 99.0%25% of monthly charge
Below 95.0%50% of monthly charge

3. Exclusions

The SLA does not apply in the following cases:

  • Scheduled maintenance (notified 48 hours in advance)
  • Force majeure (hurricanes, earthquakes, national power outages)
  • Customer actions that cause the interruption
  • Services in beta or preview phase

4. Credit Requests

Credits are applied automatically when an interruption is detected. You may also request credits manually by submitting a support ticket within 30 days following the incident.

5. Support by Tier

TierChannelsResponse Time
BasicEmail24 hours
ProfessionalEmail + WhatsApp4 hours
EnterprisePriority + Dedicated1 hour