Service Level Agreement (SLA)

1. Monthly uptime commitment

We target 99.9% uptime per calendar month for the covered platform, measured from our monitoring systems. "Downtime" means periods when the covered service is not reachable or substantially unusable due to a failure for which SwiftPress is responsible, excluding exclusions in Section 4.

2. Service credits

If monthly uptime falls below the commitment, you may request service credits (applied to future hosting invoices, not cash) as follows, as your sole financial remedy for platform availability failures covered here:

• 99.0% – < 99.9%: credit equal to 10% of that month's hosting fee for the affected subscription.
• 98.0% – < 99.0%: credit equal to 25% of that month's hosting fee.
• < 98.0%: credit equal to 50% of that month's hosting fee.

Credits require a written request within 30 days after month-end, including your account identifier and reasonable details. Credits are not issued for months where fees were waived or already credited under this SLA. Maximum aggregate credits in a month are 50% of fees for that subscription unless we agree otherwise in writing.

3. Scheduled maintenance

We may perform scheduled maintenance that briefly affects availability. Where practicable we will provide at least 48 hours' notice for planned work that we expect to cause downtime. Emergency maintenance (e.g. critical security patches) may proceed with shorter or no notice and is excluded from downtime calculations.

4. Exclusions

Downtime does not include unavailability caused or contributed to by:

• Your configuration, WordPress, themes, plugins, or custom code;
• DNS, registrar, CDN, or third-party services outside our direct control (unless we explicitly provide that layer as part of your plan);
• Abuse, attack traffic, or events beyond our reasonable control (force majeure);
• Suspension under our acceptable use or non-payment provisions;
• Your exceeding plan limits in a way that degrades service;
• Beta or trial services labelled as non-SLA.

5. Support response targets (informational)

Support response-time targets depend on your plan and issue severity and are described on our website (e.g. Starter vs Professional vs Business). They are goals, not guaranteed outcomes, unless we expressly agree different contractual commitments in writing for your account.

6. Monitoring and status

We monitor our infrastructure continuously. Our public system status page (swiftpress.io/status) shows a high-level view of major platform components. It is indicative only and does not replace our internal measurements for SLA credit purposes unless we state otherwise.

7. Relationship to other documents

Nothing in this SLA reduces consumer rights that cannot be limited by law. Payment refunds during the initial guarantee period are governed by our Refund Policy. Personal data processing is covered by our Privacy Policy and, where applicable, Data Processing Agreement.

8. Contact

Open a ticket or use live chat via swiftpress.io or my.swiftpress.io for SLA-related questions or outage reports.