This Service Level Agreement (SLA) describes the uptime target, support commitments and exclusions that apply to every AI4WEB Local Website Plan subscription. It supplements the Terms of Service.
Uptime target
We target 99.9% monthly uptime for all Local Website Plan sites served from our managed hosting infrastructure — one standard for every customer, on every plan. We measure uptime against the full calendar month, outside scheduled maintenance windows:
| Plan | Hosting | Monthly uptime target | Max monthly downtime allowed |
|---|---|---|---|
| Local Website Plan | Managed hosting (included) | 99.9% | ~43 minutes |
What counts as downtime
Downtime is any period when your website is unreachable or returns a server error (5xx status) for more than two consecutive minutes, as recorded by our external monitoring. Dashboard outages that prevent you from editing or exporting your site count as downtime for the platform. Brief slowdowns, a single failed request, or issues affecting only embedded third-party services are logged and investigated but do not count as downtime on their own.
Scheduled maintenance
We perform planned maintenance during low-traffic windows, typically Sunday 02:00–05:00 IST. We announce maintenance at least 48 hours in advance by email and on our status page. Scheduled maintenance is kept as short as possible and does not count against the uptime target.
Exclusions
The following are excluded from uptime calculations because they sit outside the hosting we control:
- Customer-side DNS. DNS configuration or propagation at a third-party registrar, or an expired domain registration, when you manage DNS outside AI4WEB
- Third-party embeds. Outages in third-party services you embed on your site (chat widgets, booking systems, maps, analytics scripts, social feeds)
- Scheduled maintenance announced at least 48 hours in advance
- Force-majeure events outside our reasonable control (natural disasters, war, large-scale internet outages)
- Issues caused by code or scripts a customer adds to an exported or modified site
- Attacks attributable to a customer account (compromised credentials, abusive use)
Service credits and support
The Local Website Plan does not include monetary service credits. Instead, we stand behind reliability with a direct support commitment: if you report an availability problem, we respond by email within 1 business day (Monday–Friday, 09:00–19:00 IST), and platform-wide outages are monitored and worked 24/7. If we ever miss a big commitment, we make it right on your account — historically through goodwill credits — but the formal remedy under this SLA is responsive support, not credits.
Incident notification
- Status page: platform incidents are posted to our public status page within 15 minutes of detection.
- Email notification: affected customers receive an email alert for incidents that impact their sites within 30 minutes.
- Post-incident review: for any major outage longer than 30 minutes, we publish a summary describing impact, root cause and prevention measures.
How to report a problem
Email info@ai4web.in and include:
- Your account email and website URL
- Dates and approximate times when the issue occurred
- What you saw (error message, unreachable page, dashboard issue)
We verify every report against our monitoring data and reply within one business day with findings and the fix status.
Escalation path
If you are not satisfied with the resolution of a support ticket: reply to the same ticket asking for escalation. Tickets are then reviewed by the engineering on-call lead within one business day, and if still unresolved, escalated to the Head of Engineering within three business days.
Changes to this SLA
We may update this SLA from time to time. Material changes that reduce your protections will be notified at least 30 days in advance by email. The "Last updated" date at the top reflects the most recent change.