Service Level Agreement

Last updated: August 2026

1. Overview

This Service Level Agreement ("SLA") outlines the service levels provided by Hoelee Enterprise for our email hosting services. It defines our commitments regarding uptime, support response, and remedies if we fail to meet these commitments.

2. Service Availability

Service	Uptime Commitment	Measurement Period
Email Hosting (SMTP/IMAP)	99.9%	Monthly
Webmail Access	99.9%	Monthly
DNS Services	99.9%	Monthly

2.1 Scheduled Maintenance

Scheduled maintenance windows will be communicated at least 24 hours in advance via email or our status page. Maintenance is typically performed during off-peak hours (2:00 AM - 5:00 AM MYT) and is excluded from uptime calculations.

3. Support Response Times

Severity	Description	Response Time	Resolution Target
Critical	Service completely down, no workaround	1 hour	4 hours
High	Major feature broken, significant impact	4 hours	8 hours
Medium	Feature impaired, workaround available	8 hours	24 hours
Low	General questions, minor issues	24 hours	48 hours

4. Data Backup

Daily automated backups of all email data
Backups retained for 30 days
Backup restoration available upon request
Customers are encouraged to maintain their own backups

5. Credits for Service Failures

If we fail to meet our uptime commitment, customers may request service credits:

Monthly Uptime	Service Credit
99.0% - 99.9%	10% of monthly fee
95.0% - 99.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

To request credits, contact support within 15 days of the incident. Credits will be applied to your next billing cycle.

6. Exclusions

This SLA does not apply to:

Scheduled maintenance windows
Force majeure events (natural disasters, wars, government actions)
Issues caused by customer's own equipment or software
Internet connectivity issues outside our network
Customer violations of our Terms of Service

7. Contact

For questions about this SLA, contact us at:

Hoelee Enterprise
Email: me@hoelee.com
WhatsApp: 012-797 2969