Support Service Level Agreement

1. Overview

This Service Level Agreement (SLA) defines the support service levels and response time targets for Foxxy customers. All support is provided through our ticket-based system.

2. Priority Levels

Support tickets are classified into the following priority levels:

• P1 Critical (60 min response): Service completely down or severely impacted, affecting all users
• P2 High (4 hour response): Significant functionality issues affecting business operations
• P3 Normal (12 hour response): Standard requests, minor issues, and general assistance
• P4 Low (24 hour response): General inquiries, feature requests, and non-urgent matters

3. Support Hours

Our support team is available 24/7 for P1 Critical issues. P2-P4 tickets are handled during business hours with monitoring outside of business hours for escalations.

4. Scope of Support

Our support covers server infrastructure, control panel issues, DNS management, email configuration, SSL certificates, and general hosting-related matters. Application-level support (custom code, CMS plugins) is provided on a best-effort basis.

5. Uptime Target

We target 99.9% monthly uptime for all hosting services. Scheduled maintenance windows are excluded from uptime calculations. Customers will be notified in advance of planned maintenance.

6. Escalation Process

If you feel your ticket is not being addressed appropriately, you may request escalation through the ticket system. Escalated tickets receive priority review from senior support staff.

7. Service Credits

If monthly uptime falls below the target, customers may request service credits. Credit amounts are calculated based on the duration and severity of the downtime. Credits are applied to future invoices.