This Service Level Agreement ("SLA") outlines the service commitments of Novamesh Digital to its customers regarding uptime, performance, and support.

1. Uptime Guarantee

Novamesh Digital guarantees 99.9% uptime monthly for all hosting services, excluding scheduled maintenance or factors beyond our control.

2. Service Credits

If uptime falls below the guarantee, you may request a service credit. Credit is calculated based on the downtime and applied to your next billing cycle.

3. Support Availability

We offer 24/7 technical support via email and support ticket. Response times vary based on the severity of the issue:

• Critical issues: within 1 hour
• Standard issues: within 6 hours
• General inquiries: within 24 hours

4. Exclusions

This SLA does not apply to issues caused by:

• Client-side configurations or software
• Third-party services
• Violations of our Terms of Service or Acceptable Use Policy

5. Requesting Service Credit

To request credit, contact support@novameshdigital.com within 7 days of the incident. Provide detailed information about the issue and service disruption.

Contact Us: For SLA-related queries, reach out at support@novameshdigital.com.