Service Level Agreement

Overview

This Service Level Agreement ("SLA") defines the service levels, uptime guarantees, and remedy procedures for MocStack cloud services. This SLA is incorporated into and made a part of the Terms of Service.

Uptime Guarantee

MocStack guarantees 99.9% monthly uptime for all core infrastructure services. This excludes scheduled maintenance windows, which will be communicated at least 48 hours in advance. Uptime is measured as the percentage of time during a calendar month that the Services are available and accessible.

Service Credits

Exclusions

This SLA does not apply to: Services affected by third-party software or hardware, customer-owned equipment, force majeure events, or scheduled maintenance.

Refund & Service Delivery Statement

Under the following circumstances, the relevant cloud services and paid add-on features, once activated and delivered, are non-refundable:

• Your cloud server instance has been successfully provisioned and is in an available state.
• Paid add-on features activated together with the server or ordered independently (including but not limited to additional IPs, dedicated bandwidth, paid snapshots, and specific cloud product value-added plugins) are available for normal use.

The above "available" status is not contingent on the user actually logging in, configuring, or consuming traffic; once the system completes resource provisioning and opens access permissions, the service is deemed successfully delivered.

Dispute Resolution

Disputes regarding SLA credits are subject to review by MocStack's technical team. Final determination of credits is at MocStack's reasonable discretion.