Service Level Agreement

1. Overview

This Service Level Agreement (SLA) defines the performance standards, availability guarantees, and remedies applicable to all AS Soluciones Digitales infrastructure and managed services. This SLA is incorporated by reference into your Master Service Agreement.

2. Uptime Guarantees

We guarantee the following monthly uptime percentages for our core services:

• Colocation (Power & Cooling): 99.999% uptime (less than 26 seconds downtime/month)
• Managed Cloud: 99.99% uptime (less than 4.3 minutes downtime/month)
• Network Connectivity: 99.99% uptime
• Managed IT Services: 99.9% uptime
• Security Services: 99.99% availability

Uptime is calculated as: ((Total Minutes – Downtime Minutes) / Total Minutes) × 100

3. Response Time Commitments

Our Network Operations Center (NOC) operates 24/7/365 and commits to the following response times based on severity:

• Critical (P1): Complete service outage — 15 minute initial response, 1 hour resolution target
• High (P2): Significant degradation — 30 minute initial response, 4 hour resolution target
• Medium (P3): Partial impact — 2 hour initial response, 8 hour resolution target
• Low (P4): Minor issues or requests — 4 hour initial response, 24 hour resolution target

4. Exclusions

The following events are excluded from uptime calculations:

• Scheduled maintenance windows (communicated at least 72 hours in advance)
• Force majeure events including natural disasters, acts of war, or government actions
• Issues caused by customer-managed hardware, software, or configurations
• DNS or network issues outside of our infrastructure
• Customer-requested changes that impact service availability

5. Service Credits

If we fail to meet our uptime guarantees, you are entitled to service credits applied to your next billing cycle:

• 99.9% – 99.99%: 10% credit of monthly service fee
• 99.0% – 99.9%: 25% credit of monthly service fee
• 95.0% – 99.0%: 50% credit of monthly service fee
• Below 95.0%: 100% credit of monthly service fee

Service credits must be requested within 30 days of the incident. Maximum credit per month shall not exceed 100% of the monthly service fee for the affected service.

6. Maintenance Windows

• Scheduled maintenance: Tuesday and Thursday, 02:00 – 06:00 UTC
• Emergency maintenance: Communicated as soon as practicable
• Advance notification: Minimum 72 hours for scheduled, immediate for emergency
• Maintenance duration: Typically under 2 hours per window

7. Monitoring & Reporting

We provide comprehensive monitoring and reporting:

• Real-time infrastructure monitoring via our status dashboard
• Automated alerting for performance degradation or outages
• Monthly uptime reports delivered to your account team
• Post-incident reports (RCA) within 5 business days for P1/P2 incidents

8. Escalation Procedures

If you are unsatisfied with the progress on a support ticket, you may escalate through the following chain:

• Level 1: NOC Shift Lead — available 24/7
• Level 2: Operations Manager — available during business hours
• Level 3: VP of Operations — within 4 hours during business hours
• Level 4: Chief Technology Officer — within 24 hours

9. SLA Modifications

This SLA may be updated with 30 days written notice. Changes will not reduce service levels for existing contracts during their active term. Custom SLA terms may be negotiated for Enterprise-tier customers.

10. Contact

For SLA-related inquiries or to request service credits: