Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") describes the uptime commitment and service level targets that Knitt ("we", "us", "our", or "Company") provides to customers for our hosting services. This SLA defines what you can expect from us and what remedies are available if we fail to meet these commitments.

2. Service Level Targets

2.1 Uptime Commitment: Knitt targets 99.9% uptime for our hosting infrastructure on a monthly basis. Uptime is measured using our monitoring systems and incident records.

99.9% uptime translates to:

• Monthly: Maximum 43 minutes of downtime per month
• Quarterly: Maximum 129 minutes of downtime per quarter
• Annually: Maximum 8.76 hours of downtime per year

2.2 Availability Definition: "Availability" is defined as the percentage of time during a measurement period in which the Service is accessible and operational for customer accounts, excluding scheduled maintenance and excluded events (as defined below).

2.3 Measurement: Uptime is measured by tracking the percentage of time hosting services are operational and reachable from the internet, based on our monitoring and incident logs.

3. Excluded Events

The 99.9% uptime commitment does NOT apply to downtime caused by:

• Scheduled Maintenance: Planned maintenance performed outside business hours. We will attempt to provide 48 hours' notice, but emergency maintenance may be performed with shorter notice or without notice.
• Your Configuration: Problems caused by your website configuration, application code, or database queries.
• Client Account Issues: Performance problems caused by excessive resource usage on your account that are within the account's assigned limits but which impact stability.
• Third-Party Services: Downtime of third-party services integrated with our platform (e.g., payment processors, email services, DNS providers).
• Your Equipment: Problems with your computer, network, or devices used to access our services.
• ISP/Network Issues: Internet service provider outages or network connectivity problems beyond our control.
• DDoS Attacks: Distributed denial-of-service attacks or other malicious network activity targeting our infrastructure (unless we have DDoS protection enabled and the attack exceeds the protection capacity).
• Force Majeure: Natural disasters, wars, terrorism, or other events beyond reasonable control.
• Suspension: Service suspension due to violation of our Terms of Service or Acceptable Use Policy.
• Your Negligence: Issues caused by your negligence, misuse, or failure to follow instructions.
• Service Limitations: Uptime targets may not apply to free services, trial accounts, or services operating outside normal service specifications.

4. Service Credits

If Knitt fails to meet the 99.9% uptime commitment in any calendar month, and the failure is not due to an Excluded Event, you may be eligible for a service credit as follows:

4.1 How to Request Service Credits: To request a service credit, you must submit a claim within 30 days of the month in which the uptime failure occurred. Claims must include:

• Your account number or domain(s)
• Dates and times of the outage(s)
• Evidence of the downtime (e.g., screenshots, monitoring logs)

4.2 Credit Application: Service credits will be credited to your account as a discount on your next billing period. Credits cannot be converted to cash, transferred, or refunded.

4.3 Maximum Credit: The maximum service credit in any 12-month period is 100% of the fees paid for that 12-month period.

4.4 Sole Remedy: Service credits are your sole and exclusive remedy for failures to meet the uptime commitment. We are not liable for any other damages, including indirect, incidental, consequential, or punitive damages.

5. Monitoring and Reporting

5.1 Uptime Monitoring: We use automated monitoring systems to monitor the availability of our hosting infrastructure and investigate incidents that affect service availability.

5.2 Downtime Notification: We will make reasonable efforts to notify you of significant outages via email. However, we are not obligated to provide real-time notifications.

5.3 Monthly Reports: We publish monthly uptime reports on our status page (if available). These reports show uptime percentages and any incidents that occurred.

6. Scheduled Maintenance

6.1 Maintenance Windows: We perform regularly scheduled maintenance during off-peak hours. We will attempt to perform maintenance during early morning hours (UTC) when customer activity is lowest.

6.2 Maintenance Notice: We will endeavor to provide at least 48 hours' advance notice of scheduled maintenance. However, emergency maintenance may be performed with less notice or without notice if necessary for security or stability reasons.

6.3 Maintenance Duration: Scheduled maintenance typically lasts 30-60 minutes, but may extend longer in certain circumstances. We will avoid scheduling maintenance during peak hours when possible.

6.4 Partial Outages: Some maintenance may only affect specific servers or services, not all customers. Affected customers will be notified in advance when possible.

7. Performance Standards

Beyond uptime, Knitt commits to the following performance standards:

• Page Load Performance: We maintain and tune platform performance; actual load times vary based on website code, plugins, media, and third-party services.
• DNS Availability: We maintain DNS services with redundancy where available through our provider stack.
• Email Delivery: We aim to process outbound mail promptly, but delivery timing depends on recipient-side filtering and external mail systems.
• Support Response: We target timely support responses during our support hours; response and resolution times vary by severity and queue volume.

8. Backup and Disaster Recovery

8.1 Backups: We provide automated backups as part of applicable hosting plans. Backup frequency, retention windows, and restore points depend on platform configuration and may change.

8.2 Recovery Time Objective (RTO): We do not provide a fixed RTO unless expressly stated in a separate written agreement. Recovery timelines depend on incident scope, data size, and platform conditions.

8.3 Recovery Point Objective (RPO): We do not provide a fixed RPO unless expressly stated in a separate written agreement. Restores are limited to available backup snapshots.

8.4 Disaster Recovery: We maintain disaster recovery procedures to restore critical services in the event of a catastrophic failure. However, full recovery may take 24-48 hours in extreme circumstances.

8.5 Your Responsibility: Despite our backup procedures, you are responsible for maintaining your own backups. We recommend you download backups of critical data regularly.

9. Security and Compliance

9.1 Security Standards: We implement industry-standard security measures including firewalls, intrusion detection, malware scanning, and regular security updates.

9.2 PCI-DSS Compliance: We do not provide a blanket representation that customer environments are PCI DSS compliant. If you handle payment card data, you are responsible for your own PCI DSS scope, controls, and validation.

9.3 SSL Certificates: All communication to our control panel is encrypted via SSL/TLS. You may use free or paid SSL certificates on your websites.

9.4 Data Center Security: Hosting infrastructure is operated through professionally managed data centre facilities provided by third-party infrastructure providers.

10. Limitations and Disclaimers

10.1 No Guarantee: Although we maintain a 99.9% uptime target, this is a target, not a guarantee. We are not liable if we fail to meet this target except as provided by the service credit remedy in Section 4.

10.2 Disclaimer of Warranties: Our services are provided "as-is" without any warranties, express or implied. We do not warrant that our services will be error-free, uninterrupted, or secure.

10.3 Liability Limitations: In no event shall Knitt be liable for any indirect, incidental, special, consequential, or punitive damages, including lost profits, data loss, or business interruption. Our total liability for any claim is limited to the amount you paid for services in the 12 months prior to the claim.

10.4 Third-Party Services: We are not responsible for the uptime or performance of third-party services integrated with our platform, such as payment processors, CDNs, email services, or DNS providers.

11. Changes to SLA

We may update this SLA at any time with 30 days' notice. Changes will be effective upon posting to our website. Your continued use of our services constitutes acceptance of modified SLA terms.

12. Contact Us

If you have questions about this SLA or wish to claim a service credit, please contact us: