1. Service Commitment
WWS guarantees 99.9% network and server hardware uptime. We monitor server availability around the clock through automated multi-region synthetic heartbeat probes.
2. Calculating Uptime
Uptime is calculated monthly as total minutes in the month minus unexcused downtime minutes, divided by total minutes. Downtime begins when our synthetic monitoring nodes confirm complete packet loss or HTTP 5xx errors across multiple regions.
3. Service Credit Tiers
If monthly availability drops below our 99.9% SLA threshold, you are entitled to service credits applied against your subsequent renewal invoices:
- 99.0% – 99.89% Uptime: 10% Service Credit
- 95.0% – 98.99% Uptime: 25% Service Credit
- Below 95.0% Uptime: 50% Service Credit
4. Exclusions
The SLA guarantee excludes outages resulting from:
- Scheduled maintenance communicated at least 24 hours in advance.
- Upstream fiber cuts or global tier-1 internet routing disruptions beyond WWS borders.
- Customer application bugs, invalid DNS configurations, or script crashes.
- Suspensions enforced pursuant to our Acceptable Use Policy.
5. Requesting a Credit
To claim an SLA credit, submit a ticket to our Billing desk within 30 days of the incident with the affected domain or service ID. Credits are applied directly to your account.
6. Sole Remedy
Service credits represent the sole and exclusive financial remedy for any failure by WWS to satisfy its service availability guarantee.