Applies to Managed and White-Glove plans (hosted sites served from our Vercel team). Essentials plans bring their own hosting and carry no uptime commitment.
4.1 Target
We target 99.9% monthly uptime for the production endpoint of hosted sites. This is a service target, not a guarantee.
4.2 Service credits
Service credits are the sole and exclusive remedy for missed uptime; must be requested in writing within 30 days of the affected month; issued as account credit, not cash; and do not apply to AI overage, support, or third-party charges.
| Monthly uptime | Credit (% of that month’s hosting fee) |
|---|---|
| 99.0% to < 99.9% | 5% |
| 95.0% to < 99.0% | 10% |
| < 95.0% | 25% |
Total credits in any month are capped at 30% of that month’s hosting fee.
4.3 Exclusions
The following are excluded from uptime measurement and from any credit:
- Outages of upstream/third-party providers (including Vercel, Supabase, DNS, CDN, AI, and payment providers).
- The Customer’s own host or DNS (all Essentials/BYO availability).
- Customer content, code, or configuration.
- DDoS or attack traffic.
- Scheduled or emergency maintenance (notice given where practicable).
- Force majeure.
- Any suspension under §6 (AUP) or §3/§7 (non-payment).
4.4 Essentials
Essentials carries no uptime commitment; availability depends entirely on the Customer’s host.
How to file a claim
Email info@1digitalagency.com with subject “SLA credit request — [tenant name] — [month]”. Include the affected date(s) and approximate downtime window. We’ll cross-check against our uptime probes and Vercel status, then apply the credit (or send a written denial with the measured figure) within 10 business days.