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SrvBot

Service Level Agreement

Last updated: May 28, 2026

Effective date: 28 May 2026

This Service Level Agreement ("SLA") forms part of the SrvBot Terms of Service between you ("Customer") and Clouno Inc. ("Clouno", "we", "us"). It applies only to SrvBot Site Pro subscriptions. It does not apply to the SrvBot Site plan, free trials, beta features, or anything outside the production hosting service.

If anything in this SLA conflicts with the Terms of Service, this SLA controls for the topics it covers.

Uptime commitment

Clouno will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9% during each calendar month.

Definitions

  • Service — the SrvBot Site Pro hosting service used to serve the Customer's WordPress website to end-users over HTTPS.
  • Downtime — any period during which the Customer's site returns a 5xx HTTP response or fails to respond to a TCP connection on port 443 from at least two of our external monitoring locations for at least two consecutive minutes, and the failure is caused by infrastructure or software under Clouno's direct control.
  • Monthly Uptime Percentage — (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month, expressed as a percentage and rounded to two decimal places.
  • Service Credit — a percentage of the monthly subscription fee for the affected Service, applied as a credit to the next billing cycle.

What is excluded from Downtime

The following periods do not count as Downtime:

  • Scheduled maintenance announced at least 48 hours in advance.
  • Emergency maintenance required to address an active security issue, announced as soon as practical.
  • Failures caused by the Customer's code, plugins, themes, or configuration.
  • Failures caused by third-party services not under Clouno's control, including the Customer's domain registrar, DNS provider where they do not use ours, or upstream networks beyond our edge.
  • Force majeure events including natural disasters, war, civil unrest, internet backbone failures, or government action.
  • Denial-of-service attacks that exceed the protections offered on the Customer's plan, where the Customer has declined or failed to enable available mitigations.
  • Suspension of the Service for breach of the Acceptable Use Policy or non-payment.
  • Beta features clearly labelled as such.

Service Credits

If the Monthly Uptime Percentage for a calendar month falls below 99.9%, the Customer is entitled to the following Service Credit:

  • Less than 99.9% and at least 99.0% — 10% of the monthly fee for the affected Service.
  • Less than 99.0% and at least 95.0% — 25% of the monthly fee for the affected Service.
  • Less than 95.0% — 50% of the monthly fee for the affected Service.

The maximum Service Credit in any single month is 50% of the monthly fee for the affected subscription.

How to claim

To receive a Service Credit, the Customer must submit a claim by email to [email protected] within 30 days of the end of the month in which the Downtime occurred. The claim must include:

  • The Customer's account email.
  • The site or sites affected.
  • The dates and approximate times of the Downtime.
  • Any logs, screenshots, or third-party monitoring data the Customer wishes to submit.

Clouno will review the claim and respond within 15 business days. Where Clouno's own monitoring confirms the Downtime, the Customer does not need to provide their own monitoring data, but the claim must still be submitted in writing within the window above.

Exclusive remedy

Service Credits are the Customer's sole and exclusive remedy for any failure by Clouno to meet the uptime commitment in this SLA. Service Credits are not refundable for cash and are only applied against future invoices. If the Customer's account is closed before a Service Credit is applied, the credit is forfeit unless required otherwise by applicable law.

Changes

Clouno may update this SLA from time to time. Material changes that reduce the uptime commitment or the size of available Service Credits will be announced at least 30 days in advance by email to the Customer's billing contact. Continued use of the Service after the change date constitutes acceptance.