Service Level Agreement

1.Overview

This Service Level Agreement ("SLA") describes the availability commitment APEX HostMate ("we", "us", "our") provides for its hosting services and the service credits available if we fail to meet that commitment. This SLA forms part of, and is governed by, our Terms of Service.

This SLA applies to paid Oracle APEX hosting, web hosting, VPS and dedicated server plans for accounts in good standing.

2.Uptime Commitment

We commit to making the network and the server hosting your Services available 99.9% of the time in any given calendar month, excluding the events described in Section 6 (Exclusions).

3.Definitions

• "Downtime" — a period in which the Service is unavailable, measured from the time you open a valid support ticket reporting the outage until the Service is restored.
• "Monthly Uptime Percentage" — total minutes in the month, minus Downtime, divided by total minutes in the month, expressed as a percentage.
• "Service Credit" — a credit applied to your account as the remedy for a confirmed SLA breach.
• "Scheduled Maintenance" — planned maintenance announced at least 48 hours in advance.

4.Measurement

Availability is measured at the network and server level using our monitoring systems. Downtime begins when a verifiable outage is detected or reported through a valid support ticket and ends when the Service is restored. Only outages attributable to infrastructure within our control are counted toward the SLA.

5.Service Credits

If the Monthly Uptime Percentage falls below our commitment for a given month, you may request a Service Credit calculated as a percentage of the monthly fee for the affected Service:

Service Credits are applied to future invoices, are non-transferable and non-refundable in cash, and represent your sole and exclusive remedy for any failure to meet this SLA.

6.Exclusions

This SLA does not apply to, and Downtime does not include, unavailability caused by:

• Scheduled Maintenance announced at least 48 hours in advance;
• Emergency maintenance required to protect the security or integrity of the platform;
• Factors outside our reasonable control, including force majeure, DDoS attacks, or failures of third-party networks beyond our infrastructure;
• Your applications, code, configurations, scripts or third-party software;
• Acts or omissions by you or your users, or exceeding plan resource limits;
• Suspension or termination of your account for breach of the Terms of Service or non-payment.

7.How to Claim a Credit

To request a Service Credit you must submit a claim within thirty (30) days of the incident by opening a ticket from your client area or emailing support@apexhostmate.com. Your claim should include the dates and times of the Downtime and any supporting logs. We will review eligible claims and apply approved credits to your account.

8.Scheduled Maintenance

From time to time we perform maintenance to keep the platform secure and reliable. We aim to schedule maintenance during low-traffic windows and to notify you at least 48 hours in advance via email or the client area. Scheduled Maintenance does not count as Downtime.

9.Support Response

Our support team is available 24/7/365. We target the following first-response times based on severity:

10.Changes to This SLA

We may update this SLA from time to time. The current version will always be posted on this page with an updated "Last updated" date. Material changes will be communicated through the Services or by email, and your continued use after changes take effect constitutes acceptance.

11.Contact Us

Questions about this SLA? Reach us at support@apexhostmate.com or via our Contact page.