Overview
This Service Level Agreement ("SLA") describes Octexa availability targets and support response objectives for our hosting services. This SLA is intended to set expectations for reliability and responsiveness.
Uptime commitment
We target 99.9% monthly uptime for eligible services, excluding scheduled maintenance and exclusions listed below.
Monthly uptime percentage
Monthly Uptime % = ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100
Support response targets
- Octexa support operates 24/7/365.
- Ticket requests are answered within one business hour.
- Live chat is staffed daily.
- All ticket and live chat related to billing matters are handled Monday–Friday 09:00–18:00 GMT+8.
Incident and maintenance communications
For incident and maintenance updates, contact us via our contact page.
Exclusions
Downtime does not include:
- Scheduled maintenance windows.
- Customer misconfiguration or customer-managed software issues.
- Force majeure events outside reasonable control.
- Third-party network/provider failures outside Octexa control.