The response times, uptime commitments and support boundaries that apply to hosting and website care plans. This is what you can hold us to.
1. Uptime commitment
We target 99.9% monthly uptime on managed hosting, excluding scheduled maintenance and events outside our control such as an upstream provider outage or a DDoS attack in progress.
Uptime is measured by our external monitoring, and the figures are available to you on request.
2. Response times
Support hours are Monday to Saturday, 10:00 to 19:00 Pakistan Standard Time. Response means a human replying and starting work, not an automated acknowledgement.
- Critical — site down, checkout broken, active security incident: within 4 hours, including outside support hours.
- High — a key function broken but the site is up: within one business day.
- Normal — content changes, small fixes, questions: within two business days.
3. Scheduled maintenance
Updates are applied to a staging copy first and then to production during low-traffic hours. Where downtime is unavoidable we give at least 48 hours' notice.
4. Backups and recovery
Daily off-site backups with 30 days of retention on standard plans. Restores are tested on a schedule so the process is known to work. A full restore is typically completed within one hour of the decision being made.
5. What is not covered
These fall outside the plan and are quoted separately, so nobody is surprised by an invoice.
- New features, templates or design work.
- Problems caused by changes made by you or a third party without telling us.
- Third-party plugin or service failures beyond applying available updates.
- Recovery of data that was never backed up because it sat outside the agreed environment.
6. If we miss the commitment
Where we miss the uptime target in a given month, that month's hosting fee is credited on request. We do not make you argue for it, but we do ask you to tell us.
Questions about this policy
If anything in this service level agreement is unclear, email info@nexzasolutions.com or get in touch. We would rather explain it before you sign than argue about it afterwards.
Frequently Asked Questions
The site is down, checkout is broken, or there is an active security incident. Those get the fastest response time in the agreement. A layout problem on one page is important but it is not an emergency, and treating everything as one helps nobody.
Questions About Our Service Level Agreement?
If you are on a care plan and something is down, use the emergency channel in your onboarding pack rather than email. If you are not on a plan yet, ask what response time your setup actually needs.