Service Level Agreement (SLA)

1. Scope

This SLA applies to paid production services unless otherwise specified in your order form or custom agreement.

2. Monthly Uptime Commitment

Wensor Cloud targets 99.99% monthly uptime for covered services, excluding maintenance windows and events outside our reasonable control.

3. Credit Schedule

If monthly uptime for a covered service falls below target, eligible customers may request the following credits:

• < 99.99% and >= 99.9%: 10% of affected monthly recurring charges.
• < 99.9% and >= 99.0%: 25% of affected monthly recurring charges.
• < 99.0%: 50% of affected monthly recurring charges.

4. Exclusions

SLA calculations exclude scheduled maintenance, emergency security maintenance, customer-caused incidents, third-party network failures, Force Majeure, and beta/preview services.

5. Claim Procedure

Claims must be submitted to support@wensor.cloud within 7 days of the incident, including timestamps, affected services, and supporting logs. Approved credits are applied to future invoices.

6. Sole Remedy

SLA credits are your sole and exclusive remedy for failure to meet covered service availability commitments.