Service Level Agreement

SLA Overview

This Service Level Agreement ("SLA") describes the levels of service that EGPHP commits to provide to its customers for all paid hosting services. This SLA forms part of our Terms of Service.

We understand that your online presence is critical to your business. That's why we guarantee 99.9% network uptime for all our hosting infrastructure, backed by a transparent compensation policy.

Services Covered

This SLA applies to the following EGPHP services:

Uptime Commitment

EGPHP guarantees 99.9% monthly uptime for network availability. This translates to a maximum of approximately 43 minutes of unplanned downtime per month.

We measure uptime from our network monitoring systems and data center infrastructure. The 99.9% guarantee covers:

• Network connectivity and routing
• Server hardware availability
• Core infrastructure services (DNS, load balancers)
• Power and cooling systems

Service Credit Compensation

If we fail to meet our uptime guarantee, you may be eligible for service credits as outlined below:

Exclusions

This SLA does not apply to downtime caused by:

• Scheduled Maintenance: Pre-announced maintenance windows (we provide at least 24 hours notice)
• Customer Actions: Issues caused by customer code, configurations, or third-party software
• Force Majeure: Natural disasters, war, government actions, or other events beyond our control
• DDoS Attacks: Distributed denial of service attacks targeting your specific services
• Domain/DNS Issues: Problems with domain registration or external DNS providers
• Account Suspension: Downtime due to violation of our terms of service
• Beta Services: Any service explicitly labeled as beta or experimental

Requesting Credits

To request a service credit:

1. Email m@egphp.com with subject "SLA Credit Request"
2. Include your account details and the date/time of the outage
3. Describe the impact on your services
4. Submit within 30 days of the incident

We will review your request and respond within 5 business days. If approved, credits will be applied to your next billing cycle.

Our Infrastructure Commitment

To maintain our SLA, we invest in:

• Redundant Network: Multiple upstream providers and redundant routing
• Enterprise Hardware: High-quality servers with RAID storage and ECC memory
• 24/7 Monitoring: Real-time monitoring with automated alerting
• DDoS Protection: Advanced mitigation at the network edge
• Regular Backups: Automated backup systems for disaster recovery
• Expert Team: Skilled engineers available around the clock