Effective Date: July 1, 2025

This Service Level Agreement (“SLA”) describes the standard of service that MAN IT Cloud (“MAN IT Cloud”, “MAN IT”, “we,” “us,” or “our”) commits to provide to you (“Client,” “you,” or “your”) for the Services. This SLA is incorporated by reference into your Terms & Conditions and applies to the availability of our core network and hosting services.

1. Scope of This SLA

1.1. This SLA applies to all services provided by MAN IT Cloud including but not limited to Shared Hosting, Managed Business Hosting, Managed WordPress Hosting, Reseller Hosting, and Managed Cloud VPS Hosting. 

1.2. This SLA guarantees the availability of our core network and server infrastructure. 

1.3. This SLA does not apply to: 

* Domain name registration or DNS propagation issues outside of our direct control. 

* Services provided by third-parties, even if integrated with our services (e.g., third-party applications, CDN services, Servers not directly managed by MAN IT Cloud). 

* Client’s individual website or application performance issues caused by inefficient code, plugins, themes, or excessive resource consumption not within our guaranteed limits.

2. Uptime Guarantee

MAN IT Cloud commits to the following network and server uptime guarantees for each service type:

2.1. Shared Hosting, Managed Business Hosting, Managed WordPress Hosting, Reseller Hosting Network Uptime Guarantee: We guarantee that our network infrastructure (including connectivity, routers, and switches) and the physical server your account resides on will be available 99.99% of the time in any given calendar month.

2.2. Managed Cloud VPS Hosting 99.99% Network Uptime Guarantee: We guarantee that our network infrastructure and your Managed Cloud VPS instance will be available 99.99% of the time in any given calendar month.

2.3. What “Uptime” Means:

“Uptime” is defined as the availability of MAN IT Cloud’s core network and server systems that directly affect the operation of your Services. This excludes any downtime covered under Section 5 (SLA Exclusions).

2.4. Downtime Calculation:

Downtime is measured from the moment the Client opens a support ticket identifying an issue with Service availability (that is confirmed by MAN IT Cloud) until the Service is restored. Downtime is calculated in minutes over a calendar month.

3. Support Response Time Guarantee

MAN IT Cloud commits to the following initial response times for support tickets submitted through our official support channels (Client Area Ticketing System):

3.1. Shared Hosting, Managed Business Hosting, Managed WordPress Hosting, Reseller Hosting Guaranteed Response Time: 24 Hours.

3.2. Managed Cloud VPS Hosting Guaranteed Response Time: 24 Hours.

3.3. Support Scope:

  • Managed Services (Managed Business, Managed WordPress, Managed Cloud VPS): Our support covers server infrastructure, operating system, control panel (cPanel/WHM), core software (e.g., Apache/LiteSpeed, MySQL, PHP), and for WordPress, assistance with core WordPress, plugin/theme conflicts.
  • Shared Hosting (Unmanaged): Our support covers server infrastructure, operating system, network connectivity, and cPanel access. Client is responsible for website-specific code, applications, and their updates/security.
  • Reseller Hosting: Our support covers the reseller platform (WHM) and the underlying server infrastructure. Reseller is responsible for providing direct support to their end-clients.

4. SLA Credit Claim Procedure

4.1. If MAN IT Cloud fails to meet the Uptime Guarantee or Support Response Time Guarantee outlined in this SLA, you may be eligible for service credits. 

4.2. To claim a credit, you must: Submit a support ticket to our Billing department within three (3) calendar days of the end of the month in which the downtime or violation occurred.

 * Include your account username, the date and time of the alleged downtime/slow response, and a brief description of the issue.

* Provide the relevant support ticket ID(s) where the issue was reported. 

4.3. MAN IT Cloud will review your claim and verify the downtime/response time against our monitoring logs. Our decision on the eligibility and amount of credit is final. 

4.4. Credit Amount for Uptime Guarantee Violation: 

* If Uptime falls between 99.98% and 99.90% (for 99.99% guarantee) or 99.998% and 99.990% (for 99.999% guarantee): 2% of monthly service fee. 

* If Uptime falls below 99.90% (for 99.99% guarantee) or 99.990% (for 99.999% guarantee): 5% of monthly service fee. 

* Maximum Credit: The total amount of credit awarded in any given month shall not exceed 20% of the Client’s monthly recurring fee for the affected Service. 

4.5. Credit Amount for Support Response Time Guarantee Violation: 

* For every day’s delay past the guaranteed initial response time: 1% of monthly service fee. 

* Maximum Credit: The total amount of credit awarded for support response time in any given month shall not exceed 5% of the Client’s monthly recurring fee for the affected Service.

4.6. Credits are applied to future invoices and are not redeemable for cash. This SLA is your sole and exclusive remedy for any downtime or response time failures.

5. SLA Exclusions

This SLA does not cover any downtime, service interruption, or slow response times caused by or related to:

5.1. Scheduled Maintenance: Planned maintenance activities, upgrades, or hardware replacements, provided that MAN IT Cloud provides reasonable prior notice (before 12 hours) to clients. 

5.2. Client Actions or Omissions: 

* Client’s violation of our Terms & Conditions or Acceptable Use Policy (AUP). 

* Client’s negligent or intentional acts, errors, or omissions (e.g., misconfigurations, custom code errors, excessive resource consumption, security breaches caused by client’s insecure code/passwords). 

* Client’s use of unmanaged services where MAN IT Cloud is not responsible for software or application-level management (e.g., installing outdated plugins, custom script errors on Shared Hosting). 

* Any downtime or issues caused by third-party applications, plugins, themes, or services installed or used by the Client. 

* Client’s failure to respond to a support request or request for information. 

5.3. Force Majeure Events: Any circumstances beyond MAN IT Cloud’s reasonable control, including but not limited to: 

* Acts of God (e.g., natural disasters, fires, floods). 

* Wars, terrorism, civil disturbances, riots.

* Government actions or regulations. 

* Strikes or labor disputes. 

* Internet backbone failures, power outages, or other infrastructure failures not within MAN IT Cloud’s direct control. 

* Malicious attacks, including but not limited to DDoS attacks, hacking attempts, or virus outbreaks, where MAN IT Cloud takes reasonable and timely countermeasures. 

5.4. Reporting Delays: Failure of the Client to open a support ticket within the specified timeframe as outlined in Section 4.2. 

5.5. Beta Services: Any Services or features provided on a beta or testing basis. 

5.6. Suspended Accounts: Any Service that has been suspended due to billing issues, AUP violations, or other reasons.

6. General Provisions

6.1. This SLA forms part of the overall Agreement between MAN IT Cloud and the Client.

6.2. MAN IT Cloud reserves the right to modify this SLA at any time. Any changes will be effective immediately upon posting to our website. Your continued use of the Services after such modifications constitutes your acceptance of the revised SLA.