Yovale servicelevel agreement

"Service" means the Yovale managed WordPress hosting service made available to the Customer at yovale.com under the Yovale End User License Agreement, including the Customer's provisioned WordPress site(s), the dashboard, and the operational infrastructure that supports them.

"Customer Site" means an individual WordPress site provisioned by the Customer through the Yovale dashboard. Uptime is calculated independently for each Customer Site.

"Uptime" means the percentage of total minutes in a calendar month during which a Customer Site responded successfully to HTTP requests issued from Yovale's monitoring infrastructure.

"Downtime" means any minute during which a Customer Site failed to respond, returned a 5xx response code for more than 60 consecutive seconds, or was otherwise unreachable due to a fault in the Service.

"Availability" is calculated as (Total Minutes − Excluded Minutes − Downtime Minutes) / (Total Minutes − Excluded Minutes) for each Customer Site, expressed as a percentage.

Yovale targets 99.99% Availability per Customer Site, per calendar month. This target represents the operational goal Yovale designs the platform around.

Service credits become available when measured Availability falls below 99.9% for a given Customer Site in any single calendar month, in accordance with the credit schedule in Section 5.

Availability is measured by Yovale's monitoring infrastructure, which issues HTTP probes against each Customer Site at one-minute intervals from at least two geographic regions.

A Customer Site is considered Down only when two consecutive probes from independent regions fail within the same minute, in order to filter transient network issues unrelated to the Service.

Monthly Availability is published in the Customer's dashboard and is the figure used for service credit calculations.

Planned maintenance windows announced through the Yovale dashboard, status page, or email at least 48 hours in advance are excluded from Availability calculations.

Yovale will schedule planned maintenance to minimize impact and will publish the start, end, and scope of the maintenance window before it begins.

Downtime caused by Customer Site code, plugins, themes, custom configurations, exhausted plan resource limits, or actions taken from the Customer's account is excluded from Availability calculations.

Examples include site crashes caused by a Customer-installed plugin, deliberate suspension of the Customer Site by the account owner, exceeding the request, bandwidth, or storage limits of the active plan, and outages caused by the Customer's own DNS misconfiguration.

Downtime caused by events outside Yovale's reasonable control is excluded. This includes failures of upstream networks, internet backbone outages, denial-of-service attacks beyond the protective capacity of Yovale's edge, governmental action, natural disasters, and other events meeting the force majeure standard in the Yovale End User License Agreement.

Downtime caused by failures of Customer-controlled third-party services (for example, a Customer-configured SMTP provider rejecting transactional email) is also excluded.

Trial accounts, free promotional accounts, and accounts that have not yet completed payment do not qualify for service credits under this SLA. The uptime target still applies operationally; only the credit remedy is limited.

Availability between 99.5% and 99.9% inclusive: 10% credit against the next billing cycle, calculated on the proportional monthly cost of the affected Customer Site.

Availability between 99.0% and 99.5% (exclusive of 99.5%): 25% credit on the same basis.

Availability between 95.0% and 99.0% (exclusive of 99.0%): 50% credit on the same basis.

Availability below 95.0%: 100% credit on the same basis for the affected month.

Credits are issued against the Customer's next renewal invoice for the plan that the affected Customer Site belongs to.

Credits do not roll forward beyond the next renewal cycle, are non-transferable to other accounts, and have no cash value.

The maximum service credit issued for any one Customer Site in any single calendar month is 100% of that Customer Site's proportional monthly cost.

To request a service credit, the Customer must submit a written claim to support@yovale.com within 30 calendar days of the end of the month in which the qualifying downtime occurred.

The claim must reference the affected Customer Site, the calendar month, and the Customer's account email address. Yovale's measured Availability figure controls; supporting evidence from the Customer is welcomed but is not required.

Yovale will acknowledge each claim within 5 business days and will issue a final determination within 15 business days of acknowledgement.

If the claim is approved, the credit will be applied to the next renewal invoice and the Customer will receive written confirmation. If the claim is rejected, Yovale will explain the basis for the rejection in writing.

Service credits issued under this SLA are the Customer's sole and exclusive remedy for any failure to meet the uptime target. This SLA does not create, expand, or restrict any other warranty, indemnity, or liability provision set out in the Yovale End User License Agreement.

Yovale may amend this SLA from time to time. Material changes — including changes to the uptime target, the credit schedule, or the exclusion list — will be announced through the Yovale dashboard, status page, and customer email at least 30 days before they take effect.

Continued use of the Service after the effective date of an amended SLA constitutes acceptance of the new terms.

Service credit claims, SLA questions, and incident notifications are accepted at support@yovale.com. Live operational status, planned maintenance windows, and incident history are published on the Yovale status page linked from the dashboard.