Service Level Agreement

This Service Level Agreement ("SLA") describes the availability targets for the TorosHosting service, operated by Emails&More, and the limited service credits we offer if we fail to meet them. This SLA is incorporated into and forms part of the Terms of Service.

1. Availability target

We aim for 99.9% monthly availability of the underlying network and compute infrastructure for each individual server. Availability is measured as the percentage of minutes in a calendar month during which the relevant server is reachable on its public IPv4 address from our monitoring system, excluding the categories listed in section 3.

2. Service credits

If we fail to meet the availability target for a server in a given calendar month, you may request a service credit on the affected server's hourly charges for that month, in accordance with the following table:

• Monthly availability ≥ 99.0% and < 99.9% — 10% credit
• Monthly availability ≥ 95.0% and < 99.0% — 25% credit
• Monthly availability < 95.0% — 50% credit

Service credits are added to your wallet balance, are non-refundable in cash, and may not be transferred or sold. Service credits are your sole and exclusive remedy for any unavailability or performance issue with the Service.

3. Exclusions

The availability target and any service credit do not apply to unavailability caused by:

• Scheduled maintenance announced in advance through the dashboard or status channel.
• Emergency maintenance required to protect the security or integrity of the Service.
• Factors outside our reasonable control, including force majeure events, internet routing failures outside our network, and acts of governments or carriers.
• Your own actions or configurations, including operating-system crashes, firewall misconfigurations, exhausted disk or RAM, runaway processes, or denial-of-service attacks directed at your server.
• Your failure to maintain a positive wallet balance, or service suspension under the Acceptable Use Policy.
• Use of beta, preview, or experimental features.
• Issues with third-party services, including DNS providers, payment processors, and external APIs.

4. Claiming a credit

To request a service credit, email info@emailsandmore.in within thirty (30) days of the end of the affected calendar month, including the server identifier, the period of unavailability, and any supporting evidence. Requests received after this window are not eligible. We will respond within fifteen (15) business days with our determination.

5. Maximum credit

In any single calendar month, total service credits issued for a server will not exceed 50% of the hourly charges incurred for that server in that month.