Updated September 14, 2026. This revised Service Level Agreement is a draft and does not take effect until InfraCharm publishes it after review.
This Service Level Agreement describes the service-level framework for eligible InfraCharm services. It applies only when a proposal, statement of work, order form, or other written agreement expressly includes an SLA or incorporates this page. A service-specific written agreement may add to or replace these terms and controls if there is a conflict.
InfraCharm is not an end-user help desk, a managed service provider for employee support, or a 24-hour security operations center unless a signed agreement expressly says otherwise.
Standard coverage hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern Time, excluding recognized holidays. Approved contact channels are the InfraCharm website contact form, telephone, email, and Discord. The applicable order may designate a specific channel for emergency requests.
Priority 1 emergency coverage is available outside standard hours and on holidays for covered services. After-hours emergency labor is billed separately at the rate and minimum charge stated in the applicable order. Priority 2 through Priority 4 response timers run only during standard coverage hours and do not run on holidays.
Messages sent through a channel that is not approved for the service may not be monitored and do not start an SLA response timer.
InfraCharm may adjust the priority after reviewing the actual impact, affected scope, available workaround, and whether the request concerns a covered service.
A response means acknowledgement and the start of reasonable triage. It is not a guaranteed resolution time. Resolution depends on diagnosis, access, client decisions, data integrity, vendor action, replacement equipment, maintenance windows, and other technical conditions. Timers may be paused while InfraCharm is waiting for information, access, approval, vendor action, or another client-controlled dependency.
InfraCharm VPS services have a target availability of 99% per calendar month. Availability applies to the affected InfraCharm VPS service and is measured using InfraCharm's monitoring records. Project work, consulting, client premises, client-managed systems, and infrastructure hosted by other cloud providers do not receive an InfraCharm uptime commitment.
Unless an order says otherwise, availability calculations exclude announced maintenance, emergency security maintenance, client-caused events, client-requested changes, suspension for nonpayment or abuse, failures inside client-managed applications or operating systems, denial-of-service attacks beyond reasonable mitigation, force majeure, and periods when InfraCharm lacks required access or cooperation.
InfraCharm will provide at least seven days of advance notice for planned maintenance expected to affect an InfraCharm VPS service. Emergency maintenance may be performed without advance notice when reasonably necessary to protect security, data, infrastructure, or service stability. Client-requested changes may require a separate maintenance window, revised scope, or project authorization.
Available backup frequencies are every hour, every six hours, every 12 hours, daily, every three days, and weekly. Available retention periods are seven, 14, 30, 60, and 90 days. The selected frequency and retention period apply only to the systems and repositories identified in the applicable order.
The recovery point objective is defined separately for each project or covered workload because acceptable data loss and technical capability vary by system. The standard recovery time objective is eight hours for covered recovery work, unless the applicable order defines a different target. RPO and RTO values are planning objectives unless the applicable order expressly makes them binding commitments.
Monitoring or validating a backup does not guarantee that every file is captured or that every recovery attempt will succeed. Recovery timing depends on data volume, connectivity, replacement infrastructure, application dependencies, credentials, and client or vendor cooperation.
When purchased, security baseline assurance covers only the assets, controls, review frequency, reporting, and remediation activities stated in the order. It is not continuous threat monitoring, penetration testing, compliance certification, cyber insurance, incident response, or a guarantee that an incident will be prevented or detected unless the applicable agreement expressly includes that service.
SLA timers may be paused while InfraCharm is waiting for required access, information, approval, vendor action, a maintenance window, or another client-controlled dependency.
If an eligible InfraCharm VPS experiences more than 120 consecutive minutes of unplanned downtime, the client is eligible for a credit equal to 10% of the recurring charge for the affected VPS during that billing period. Total outage credits are limited to 10% of the affected VPS charge per billing period.
Outage credits do not apply to infrastructure located at a client's premises, infrastructure hosted by another cloud provider, project work, consulting, or any excluded event listed in the Availability section. Service credits are the sole financial remedy for an eligible availability failure unless a signed agreement states otherwise.
Reports are provided only at the frequency and for the metrics included in the applicable order. Clients should promptly report suspected inaccuracies. Monitoring and reporting data may be affected by collection gaps, third-party systems, maintenance, connectivity, retention limits, and changes to the covered environment.
Service levels do not apply to work or systems outside the purchased scope, unsupported or end-of-life products, pre-existing conditions not disclosed during scoping, client or third-party changes, unlawful activity, resource exhaustion caused by unapproved use, or conditions InfraCharm could not reasonably control or mitigate. They also do not apply while a client account is suspended for an undisputed overdue payment or material breach.
Changes to coverage, targets, pricing, and service periods must be documented through an updated order or written agreement. Ending a service does not guarantee continued monitoring, backup retention, access, reporting, or recovery assistance after the effective termination date. Transition or data-export work may require separate scope and payment.
Questions about this SLA may be sent to [email protected]. Operational requests must use the channel identified in the applicable order.