Service Level Agreement

Scope

This SLA applies to all hosting services provided by Nrold Ltd to clients on active paid plans.

Uptime commitment

Nrold commits to 99.9% monthly uptime for all hosted websites. Uptime is measured from external monitoring via UptimeRobot and calculated excluding scheduled maintenance windows.

Scheduled maintenance

Maintenance windows are announced via our status page and via WhatsApp notification to affected clients at least 24 hours in advance. Maintenance is scheduled between 12am and 4am EAT.

Support response times

• Priority 0 (site completely down): first response within 1 hour, any time of day.
• Priority 1 (core service broken): first response within 2 hours during business hours.
• Priority 2 (degraded performance): first response within 4 hours during business hours.
• Priority 3 (general queries): first response within 8 business hours.

Business hours: Monday to Friday 8am–8pm EAT, Saturday 9am–2pm EAT.

Exclusions

This SLA does not cover downtime caused by:

• Client-initiated changes to DNS or hosting configuration.
• Third-party service failures (Cloudflare, domain registrar).
• Force majeure events.
• Client non-payment leading to account suspension.

Service credits

If Nrold fails to meet the 99.9% uptime commitment in any calendar month, affected clients are entitled to a service credit of 10% of their monthly plan value for each full percentage point below the commitment. Credits are applied to the next renewal invoice.

Contact

To report an SLA breach or claim a service credit, contact info@nrold.com with the subject line “SLA Credit Request” and include your domain name and the dates affected.