Service Level Agreement

We target 99.9% monthly availability for our managed hosting services. We are clear that this figure is an operational goal that we aim for and monitor continuously — not a contractual guarantee. We invest in uptime monitoring and backups to get as close to this goal as possible.

The availability goal does not count any downtime caused by:

• Scheduled maintenance that we announce in advance.
• Customer-caused issues such as configuration errors, content, or the customer's own applications.
• Force majeure and events beyond our reasonable control.
• Third-party services outside our infrastructure, such as domain registrars or connectivity providers.

We perform planned maintenance during low-usage periods where possible and aim to notify you in advance of any maintenance that may affect your service. We may carry out emergency maintenance without prior notice when necessary to protect platform security or stability.

We monitor our infrastructure around the clock via automated monitoring systems. When an incident is detected, our team works to investigate, contain, and restore service as quickly as possible, keeping you informed of important updates by email when your service is affected.

We aim to respond to support requests submitted by email and ticketing during business hours as quickly as possible, prioritising incidents that affect service availability. These are targets we strive for and are not contractual guarantees.

We perform daily platform backups and retain them for 14 days. These backups are intended to support platform-level recovery, and we recommend that customers keep their own independent copies of any critical data where needed.

To maintain the best possible availability, the customer is responsible for the correctness of their site and application configuration, responding to our requests relating to domains or access, and promptly reporting any issue they notice. Issues originating on the customer's side may affect the availability of their service.

Service credits are not currently offered for missing the availability target. We believe in being clear and transparent, and we will update this policy explicitly if we introduce a credit scheme in the future.

For any question about service levels or to report an incident, contact us at info@mahsumaah.sa.