Service Level Agreement

Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) is made by and between KDJ Lanka (Pvt) Ltd, doing business as KDJ Hosting (“KDJ”), and you, the customer (“you” or “Customer”). This SLA sets forth the terms and conditions of KDJ’s hosting and domain services and defines the level of service that KDJ commits to provide to you.

By using KDJ’s hosting and domain services, you acknowledge that you have read, understood, and agree to be bound by all the terms and conditions of this SLA. If you do not agree to these terms and conditions, do not use KDJ’s hosting and domain services.

1. Service Commitment

KDJ is committed to providing high-quality hosting and domain services to our customers. To that end, we commit to achieving the following service levels:

1.1. Uptime: KDJ will use commercially reasonable efforts to maintain at least 99.9% uptime for its hosting and domain services. Uptime is defined as the percentage of time that the hosting and domain services are available for use. Exclusions from uptime calculations include:

1.1.1. Scheduled maintenance, which will be announced at least 24 hours in advance.

1.1.2. Downtime caused by factors outside of KDJ’s control, such as natural disasters, acts of war, or third-party service disruptions.

1.2. Response Time: KDJ will use commercially reasonable efforts to respond to customer support requests within one hour during business hours (9 AM to 5 PM local time, Monday to Friday, excluding public holidays).

2. Service Credits

In the event that KDJ does not meet the service levels set forth in this SLA, you may be eligible for service credits as follows:

2.1. Uptime: If KDJ does not meet the 99.9% uptime commitment, you will be eligible for a service credit as follows:

Uptime Percentage	Service Credit Percentage
99.0% – 99.9%	10%
95.0% – 99.0%	25%
< 95.0%	50%

To request a service credit, you must contact KDJ’s support team within thirty (30) days of the incident giving rise to the service credit. Service credits will be applied to your account in the form of credits or a refund, at KDJ’s discretion.

2.2. Response Time: If KDJ does not meet the one-hour response time commitment, you will be eligible for a service credit of 10% for each hour of delay, up to a maximum of 50% for any given support request.

3. Exclusions

This SLA does not apply to any issues or downtime caused by:

• Customer actions or inactions, including the use of outdated or unsupported software or the failure to follow KDJ’s terms of service.
• Third-party service disruptions or outages.
• Force majeure events, such as natural disasters, acts of war, or terrorism.

4. Changes to the SLA

KDJ reserves the right to change this SLA at any time. Any such changes will be effective upon posting of the modified SLA on KDJ’s website. Your continued use of KDJ’s hosting and domain services after the posting of the modified