NaamX Solutions aims to provide 99.9% uptime for hosting and related services (shared hosting, cloud VPS, dedicated servers, and critical infrastructure).

This commitment covers:

• Web server availability (HTTP/HTTPS responses)
• Email services (SMTP, IMAP, POP3)
• Database server accessibility
• Control panel and client area access

We monitor our infrastructure 24/7 using enterprise-grade monitoring systems. Real-time status updates are available at status.naamx.net.

Scheduled maintenance may temporarily affect services and will be communicated when possible. Our maintenance policy includes:

• Advance Notice: At least 48 hours notice via email, client area announcement, and status page for planned maintenance.
• Off-Peak Hours: Maintenance is typically performed during low-traffic windows (Friday/Saturday nights, GMT+5 timezone).
• Duration: We strive to keep maintenance windows under 2 hours whenever possible.
• Emergency Maintenance: Critical security patches may be applied without prior notice, but we will communicate as soon as possible.

Support requests are generally responded to within the following timeframes:

Support is available via email: support@naamx.net, Client Area Ticket System, and Live Chat (during business hours).

The SLA does not apply to the following circumstances:

Detailed exclusions:

• User-caused outages: Misconfigurations, script errors, plugin conflicts, exceeding resource limits, or account suspension due to policy violation.
• Third-party failures: Upstream provider outages, DNS issues outside our control, payment gateway downtime.
• Force majeure: Natural disasters, wars, strikes, government restrictions, or any event beyond reasonable control.
• Cyberattacks: Large-scale DDoS attacks that exceed standard mitigation capabilities.
• Beta/preview features: Services labeled as "beta," "preview," or "experimental" are not covered by uptime guarantees.

Service credits may be issued at our discretion for qualifying downtime. The credit structure is as follows:

• Below 99.9% but ≥99.0% uptime: 5% credit of monthly service fee
• Below 99.0% but ≥98.0% uptime: 10% credit of monthly service fee
• Below 98.0% uptime: 25% credit of monthly service fee (maximum per month)

Credit request process: Customer must request credit within 7 days of the downtime incident, provide ticket/incident ID and affected service details. Credits are applied to future invoices (no cash refunds). Maximum total credit per billing year is 50% of total annual service fees.

To request compensation for qualifying downtime, follow these steps:

• Open a support ticket via billing@naamx.net or your client area
• Subject line: "SLA Credit Claim – [Date of Incident]"
• Include your account username, affected service, and incident description
• Attach any relevant monitoring screenshots or logs (optional but helpful)
• Our team will verify the downtime using internal monitoring systems and respond within 5 business days

NaamX Solutions uses multiple independent monitoring systems to track service availability:

• Internal monitoring from multiple geographic locations (USA, Europe, Asia)
• Third-party uptime monitoring services for independent verification
• Real-time incident reporting via status.naamx.net
• Historical uptime reports available upon request for the past 12 months

Customers may request a monthly uptime report for their specific service.

NaamX Solutions
Office # 11 2nd Floor Makkah Plaza, Sargodha Road, Gujrat, Punjab, Pakistan

NaamX Solutions reserves the right to modify this SLA Agreement at any time. Material changes will be communicated via email to active customers at least 30 days in advance.

This SLA applies to all active hosting, cloud, and related services unless superseded by a custom enterprise agreement. By using NaamX Solutions services, you acknowledge and agree to the terms of this Service Level Agreement.