Abrecode SLA
Service Level Agreement
Uptime commitments, limitations, and service credits
This document defines the quality level, limitations, and features of Abrecode cloud infrastructure services, and explains the credit framework for eligible customers when disruptions occur.
SLA
30-day billing cycle
SLA
20-day request window
SLA
Up to 100% credit
Overview
This agreement describes the quality level, limitations, and features of Abrecode integrated cloud infrastructure services ("the Company"). The Company commits to maintaining the agreed service quality for customers using one or more cloud infrastructure products.
Access levels, maintenance commitments, limitations, and applicable service credits for disruptions are detailed herein. Each disruption type for each product is evaluated exclusively under this document.
This SLA applies only to customers using professional or enterprise support, with no outstanding debt, who have paid for active services per contract. Free-tier or sponsored users are not covered.
Using Abrecode cloud products means accepting all terms of this agreement. If you disagree, please discontinue use of the Company's cloud services.
The Company may revise this agreement and notify customers via letter, fax, email, or in-app/website notice. Users should periodically review this page for the latest version.
Definitions
- 30-day period
- A calendar period of 30 days beginning when a cloud-based service is paid for and activated.
- Availability time
- Time during which the customer uses the service without disruption (except excluded cases).
- Monthly amount
- The amount paid for each active cloud service during a 30-day period.
- Monthly uptime ratio
- The ratio of available, active, or usable service time to downtime within a 30-day period.
- Disruption
- Any obstacle to customer access to Abrecode cloud services that meets SLA conditions, is not excluded, and is attributable to the company. Each service has its own precise disruption definition.
- Service credits
- Credit applied to the customer account for qualifying service disruptions, unless excluded under this document.
- Professional credit rate
- The credit rate when the customer has purchased the professional consulting, support, and response package.
- Enterprise credit rate
- The credit rate when the customer has purchased the enterprise consulting, support, and response package.
Limitations
Disruptions caused by any of the following are not eligible for service credits:
3.1. Events outside company control, such as natural disasters, war, terrorism, civil unrest, government actions, global internet failures, infrastructure network issues, ISP routing problems, or faults outside the company network domestically or internationally.
3.2. Customer-caused disruptions, such as misconfiguration in the control panel, customer software or hardware issues, or network problems including hosting or insufficient bandwidth.
3.3. Customer abuse, including illegal use, malware exploitation of allocated resources, spam, identity fraud, attacks, DDoS, or any malicious use of cloud products—resulting in immediate permanent access termination.
3.4. Disruptions under Terms of Service enforcement, such as legally mandated service suspension by competent authorities.
Service Credits for SLA Breach
The company موظف بهانجام تمام تلاش خود بهمنظور حفظ دسترسی (Uptime) ماهانه در هر یک از دورههای سیروزه برای هر یک از سرویسهای «Abrecode»، بهجز در موارد محدودیت خواهد بود. به هنگام بروز اختلال بهجز در موارد محدودیت، با محاسبهی مدت اختلال نسبت بهمجموع زمان فعالبودن دسترسی در طول دورهی ۳۰ روزه، معادل ریالی درصدهای مندرج در جداول هر بخش زیر با توجه به هزینهی ماهانهی بهرهبردار برای هر محصول، در حساب کاربری بهرهبردار منظور خواهد شد.
Maximum Service Credits
When SLA conditions are met, the company activates credits based on the monthly amount solely to compensate monthly availability shortfalls. Maximum credit is 100% of the monthly payment for the affected service in a 30-day period and does not cover any other losses beyond service credits.
Requesting and Using Service Credits
To use service credits, submit an official letter or support ticket titled "Service Credit Request" with logs evidencing the disruption within 20 days of the incident. Credits apply only when attribution to the company is confirmed and exclusions do not apply. Credits may be used only for Abrecode cloud services and cannot be cashed out or transferred.
Need SLA support?
Contact support for credit requests or uptime questions.