This Service Level Agreement ("SLA") describes the general service availability, support and operational standards applicable to eligible NaamX services provided through naamx.com.

This SLA is intended to provide customers with a clear understanding of NaamX's service commitments. Specific service plans, contracts or order forms may contain additional or different service commitments.

1. Scope

This SLA may apply to eligible hosting, cloud, infrastructure and other services where an uptime or availability commitment is specifically included in the applicable service plan.

Not every NaamX product or service necessarily carries the same availability commitment.

2. Service Availability

NaamX aims to maintain reliable and stable services for customers. Where an applicable plan specifies an uptime target, the target will be determined according to the terms of that plan.

Availability generally refers to the ability to access the applicable NaamX service during the measurement period, subject to the exclusions described in this SLA.

3. Uptime Target

For services that include an uptime commitment, the applicable percentage will be stated in the relevant service plan, order, agreement or service documentation.

Unless specifically stated otherwise, uptime targets should not be interpreted as a guarantee that every website, application or customer configuration will operate continuously without interruption.

4. Scheduled Maintenance

NaamX may perform scheduled maintenance to improve, update, secure or maintain its infrastructure and services.

Where reasonably possible, customers may be notified of significant planned maintenance in advance.

5. Emergency Maintenance

Emergency maintenance may be performed without advance notice when necessary to protect infrastructure, customer data, service availability or security.

6. Excluded Downtime

Service interruptions may not count toward an uptime calculation when caused by circumstances outside NaamX's reasonable control.

Examples may include:

• Scheduled maintenance
• Emergency maintenance
• Customer configuration errors
• Customer application failures
• Third-party software failures
• Third-party network failures
• Internet backbone failures
• DNS problems outside NaamX's control
• DDoS or other malicious attacks
• Force majeure events
• Government or regulatory actions
• Failures caused by customer misuse

7. Customer Applications

NaamX provides hosting, infrastructure and software services, but customer applications, plugins, scripts, databases and custom code may affect the availability and performance of a customer's website or application.

Customers are responsible for maintaining compatible and properly configured applications.

8. Backups

Backup availability and frequency depend on the applicable NaamX service or plan.

Customers should maintain independent backups of important business information where appropriate and should not rely solely on a hosting provider for critical data protection.

9. Monitoring

NaamX may use monitoring and system-management technologies to observe infrastructure performance, service health, security events and availability.

10. Support Channels

Customers may contact NaamX support for technical assistance, service-related questions and account issues.

11. Support Priority

Support requests may be prioritized according to their severity, impact and urgency.

• Critical: Major service disruption affecting an important service or significant number of users.
• High: Significant service functionality is unavailable or severely degraded.
• Normal: General technical issues or service questions with limited business impact.
• Low: General information, configuration questions or non-urgent requests.

12. Response Times

Support response times may vary according to the customer's service plan, support package, issue severity and communication channel.

A response time represents the target for acknowledging or beginning to investigate an issue and does not necessarily represent the time required to fully resolve it.

13. Resolution Times

Resolution times depend on the nature and complexity of the issue. Some incidents may require investigation by infrastructure providers, software vendors, domain registrars or other third parties.

14. Customer Cooperation

Customers should provide accurate information and reasonable assistance when reporting technical issues.

Delays caused by missing information, unavailable access or customer configuration may affect the time required to resolve an issue.

15. Service Credits

Where a particular NaamX service plan expressly provides service credits for qualifying downtime, eligibility and credit calculations will be determined according to the terms of that service plan.

No service credit is automatically available unless expressly included in the applicable agreement or service plan.

16. Service Credit Requests

Where applicable, customers requesting a service credit may be required to submit a request within the period specified in their applicable service agreement.

Requests should include relevant account information, dates, affected services and a description of the reported outage.

17. Third-Party Services

Some NaamX services may depend on third-party infrastructure, networks, payment providers, domain registries, APIs, software providers or other external services.

Availability issues caused solely by third-party services may be excluded from applicable SLA calculations.

18. Security Incidents

NaamX may temporarily restrict or suspend services when necessary to investigate or contain a security incident, malware infection, abuse, unauthorized access or other threat.

19. SLA Limitations

This SLA does not guarantee uninterrupted operation of customer websites, applications, custom software, third-party integrations or external services.

20. Changes to This SLA

NaamX may update this SLA from time to time to reflect changes in infrastructure, services, support processes, technology or legal requirements.

The latest version will be published on this page with the applicable effective date.

21. Contact Us

If you have questions about service availability, support or this Service Level Agreement, please contact NaamX.