Service Level Agreement

1. Overview

Cenmax is committed to providing reliable, high-performance hosting infrastructure. We back this commitment with industry-leading uptime guarantees and transparent service credits when we fall short.

Since 2017, we have maintained 100% uptime with zero major outages across our infrastructure. This SLA formalizes the guarantees we've consistently delivered.

2. Uptime Guarantees

Cenmax guarantees the following uptime percentages for each service type:

Service Type	Uptime SLA	Max Downtime/Month
Cloud Hosting	100%	0 minutes
WordPress Hosting	100%	0 minutes
Web Hosting	99.9%	43.8 minutes
VPS Hosting	99.9%	43.8 minutes
Dedicated Servers	99.9%	43.8 minutes
Colocation	99.9%	43.8 minutes

"Uptime" is defined as the ability to establish a connection to your server or hosting account via HTTP, HTTPS, SSH, or the primary service protocol. Uptime is measured from our network monitoring systems.

3. Service Credits

If we fail to meet our uptime guarantee, you are entitled to service credits as follows:

Credit Calculation

• 1% credit of your recurring monthly cost for every hour of downtime (or portion thereof)
• Maximum credit: 10% of your monthly service cost per incident

Credit Examples

Downtime Duration	Credit Amount
30 minutes	1% of monthly cost
2 hours	2% of monthly cost
5 hours	5% of monthly cost
10+ hours	10% of monthly cost (maximum)

Credits are applied to your account balance and can be used toward future invoices. Credits are not redeemable for cash and cannot be transferred.

4. Claim Process

To request a service credit:

• Submit a support ticket within 7 days of the downtime event
• Include the date, time, and duration of the outage
• Provide any relevant error messages or screenshots
• Specify the affected service(s) and account

We will review your claim and respond within 5 business days. If the claim is valid, credits will be applied to your account within 10 business days.

Note: We proactively monitor our infrastructure and often apply credits automatically before customers request them.

5. Exclusions

The following events are excluded from our uptime guarantee and do not qualify for service credits:

Scheduled Maintenance

• Planned maintenance windows announced at least 48 hours in advance
• Emergency security patches (notification provided as soon as practical)
• Hardware upgrades that improve service performance

Customer-Caused Issues

• Misconfigurations in customer applications or scripts
• Resource exhaustion due to customer code or traffic
• Actions taken by the customer or their authorized users
• Violations of the Acceptable Use Policy

External Factors

• DDoS attacks targeting the customer's resources
• DNS propagation delays outside our control
• Issues with third-party services or integrations
• Internet routing issues beyond our network edge

Force Majeure

• Natural disasters (earthquakes, floods, severe weather)
• Acts of war, terrorism, or civil unrest
• Government actions or legal requirements
• Widespread power or telecommunications failures