SERVICE LEVEL AGREEMENT (SLA)

Effective Date: January 30, 2026 Company: NodeMania
Website: https://www.nodemania.com

1. Purpose

This Service Level Agreement (“SLA”) defines the service availability standards and support response commitments provided by NodeMania for:

• Shared Web Hosting
• Business Hosting
• WordPress Hosting
• Cloud VPS
• Managed Cloud Servers
• Associated infrastructure services

This SLA applies only to active, paid accounts in good standing.

2. Uptime Commitment

NodeMania provides a 99.99% network uptime guarantee for hosting infrastructure, calculated on a monthly basis.

2.1 Definition of Uptime

“Uptime” refers to the availability of our core network infrastructure, including:

• Network connectivity
• Core routing equipment
• Power systems
• Data center infrastructure

Uptime does not include issues specific to customer applications or configurations.

3. Service Availability Calculation

Monthly uptime percentage is calculated as:

(Total Minutes in Month – Downtime Minutes) ÷ Total Minutes in Month × 100

Downtime is measured when the hosting infrastructure is unreachable from multiple external monitoring locations.

4. Service Credits

If uptime falls below 99.99%, eligible customers may request service credits.

4.1 Conditions for Credits

• Credit must be requested within 7 days of the incident
• Account must be current with no overdue balance
• Credit applies only to the affected service
• Maximum credit cannot exceed the monthly service fee

Credits are applied to future invoices and are not refundable as cash.

5. Exclusions from SLA

This SLA does not apply to downtime caused by:

• Scheduled maintenance
• Emergency maintenance
• Customer misconfiguration
• Third-party software failures
• DDoS attacks exceeding mitigation capacity
• Force majeure events (natural disasters, war, government actions)
• Domain DNS propagation
• Customer application crashes
• VPS instance mismanagement

6. Scheduled Maintenance

Planned maintenance may occur periodically to maintain security and performance.

• We aim to provide advance notice when possible
• Maintenance windows may occur during low-traffic periods

Scheduled maintenance does not count as downtime.

7. Support Response Times

NodeMania provides 24/7 support coverage.

7.1 Initial Response Targets

Response time refers to first reply acknowledgment, not resolution time.

8. VPS & Cloud Server Responsibility

For VPS and unmanaged cloud services:

• Infrastructure uptime is covered
• Operating system management is customer responsibility
• Application-level uptime is not covered
• Security hardening is customer responsibility

Managed server customers may have separate service terms.

9. Network Infrastructure

Our infrastructure includes:

• Load-balanced architecture
• Redundant power supplies
• RAID 10 SSD storage
• Enterprise-grade hardware
• DDoS mitigation systems
• Multi-server failover

Redundancy minimizes downtime risk but does not guarantee zero downtime.

10. Backup Disclaimer

While backups may be available through optional services:

• Customers remain responsible for maintaining independent backups
• NodeMania is not liable for data loss
• Backup restoration is not guaranteed unless under managed backup service

11. Credit Request Procedure

To request SLA credit:

1. Email support@nodemania.com
2. Provide Account ID
3. Provide incident date
4. Provide monitoring logs (if available)

Claims will be reviewed within 14 business days.

12. Limitation of Liability

This SLA states the sole and exclusive remedy for service downtime.

NodeMania’s total liability shall not exceed the fees paid for the affected service during the billing cycle in which the incident occurred.

13. Modifications

NodeMania reserves the right to modify this SLA at any time. Continued use of services constitutes acceptance of the updated terms.