SERVICE RELIABILITY
Service Level Agreement (SLA)
Last updated: June 17, 2026
Uptime Guarantee
EFDU guarantees 99.9% uptime across all hosting services.
- Scheduled maintenance excluded (48h notice)
- Force majeure events excluded
- Customer misconfiguration excluded
- Third-party outages excluded
Service Credit Policy
| Uptime | Credit |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 98.9% | 25% |
| Below 95% | 50% |
Support Response Times
| Priority | Starter | Professional | Enterprise |
|---|---|---|---|
| Critical | 4h | 1h | 15m |
| High | 8h | 2h | 30m |
| Normal | 24h | 4h | 1h |
Security Measures
- DDoS protection
- SSL/TLS encryption
- Firewall protection
- 24/7 monitoring
- Security audits
Backup Policy
Starter: 7 days retention
Professional: 14 days retention
Enterprise: 30 days retention