Our commitments to you — response times, uptime guarantees and service credit terms.
| Priority | Description | Starter | Pro | Enterprise |
|---|---|---|---|---|
| P1 Critical | Server down, data loss, security breach | 4 hrs | < 15 min | < 5 min |
| P2 High | Degraded performance, partial outage | 8 hrs | < 1 hr | < 30 min |
| P3 Normal | Standard configuration, questions | 24 hrs | < 4 hrs | < 2 hrs |
| P4 Low | Non-urgent requests, improvements | 48 hrs | < 8 hrs | < 4 hrs |
For servers under active management on Pro and Enterprise plans, we guarantee 99.9% uptime of managed services over any rolling 30-day period. Starter plans are best-effort with no uptime SLA.
If we miss a documented SLA commitment, you are entitled to service credits:
Credits must be claimed within 30 days of the incident and are applied to the next billing cycle. Credits do not exceed 50% of the monthly fee.
SLAs do not apply to: planned maintenance windows (notified 24 hrs in advance), issues caused by client actions, third-party provider outages (data centre, DNS registrar, ISP) or force majeure events.
If you are not satisfied with a ticket's progress, email escalations@myserverhelper.com for immediate senior engineer involvement.