Service Level Agreement

1. Scope

This Service Level Agreement (SLA) applies to online stores hosted on Zelandium managed hosting with an active, paid hosting plan. It does not apply during the free hosting period or to suspended accounts.

2. Uptime commitment

We target 99.9% monthly uptimefor your storefront. Uptime is measured as the percentage of minutes in a calendar month in which your store's home page responds successfully.

The following are not counted as downtime:

• Scheduled maintenance announced in advance.
• Problems caused by your own changes, third-party apps or integrations you added.
• Issues with your domain registrar, DNS provider, payment gateway or internet provider.
• Attacks, disasters or other events beyond our reasonable control.

3. Scheduled maintenance

Planned maintenance is done during low-traffic hours where possible [confirm: e.g. 1:00–5:00 AM IST]. We give at least 24 hours' notice for maintenance that may cause downtime.

4. Support hours and response times

Support is available on WhatsApp (+91 86675 80401) and email (zelandiuminfo@gmail.com) during business hours [confirm: e.g. Monday to Saturday, 10:00 AM–7:00 PM IST].

• Critical (store down or checkout not working): first response within [confirm: 2] hours. Custom plan clients receive 24/7 priority response for critical issues.
• High (major feature broken): first response within [confirm: 8] business hours.
• Normal (questions, minor bugs, content changes): first response within 1 business day.

5. Backups and recovery

• Automatic daily backups of your store files and database.
• Backups are kept for [confirm: 7] days on a rolling basis.
• If a restore is needed because of an issue on our side, it is free of charge.

6. Security

• SSL certificate installed and renewed automatically.
• Regular security patches for the platform and server software.
• Monitoring for downtime and suspicious activity.

7. Service credits

If monthly uptime falls below our commitment, you can request a credit on your next hosting invoice:

• Below 99.9%: 10% of that month's hosting fee.
• Below 99.0%: 25% of that month's hosting fee.
• Below 95.0%: 50% of that month's hosting fee.

Request credits by email within 30 days of the affected month. Credits are the sole remedy for missing the uptime commitment and cannot be exchanged for cash.

8. Related policies

This SLA forms part of our Terms of Service. See also our Refund & Cancellation Policy.