Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") sets forth the service level commitments and remedies provided by yLinx ("Company," "we," "our," or "us") to our customers ("Customer," "you," or "your") for the services provided under your service agreement.

This SLA applies to Business Internet, vCloud, and Web Hosting services. Specific terms may vary based on your service plan and agreement.

2. Definitions

• "Uptime" means the percentage of time during a calendar month that the Service is available and operational.
• "Downtime" means the period during which the Service is unavailable, excluding Scheduled Maintenance and Excluded Events.
• "Scheduled Maintenance" means planned maintenance windows communicated in advance.
• "Service Credit" means the credit applied to your account as compensation for Downtime.
• "Response Time" means the time taken to acknowledge a support ticket.
• "Resolution Time" means the time taken to resolve a support ticket.

3. Uptime Commitments

Service	Uptime Commitment	Maximum Monthly Downtime
Business Internet	99.9%	43 minutes
vCloud (Enterprise)	99.9%	43 minutes
vCloud (Business)	99.5%	3 hours 36 minutes
Web Hosting (Enterprise)	99.9%	43 minutes
Web Hosting (Professional)	99.5%	3 hours 36 minutes
Web Hosting (Business/Starter)	99.0%	7 hours 12 minutes

4. Service Credits

If we fail to meet the Uptime Commitment in a calendar month, you are eligible for Service Credits as follows:

Uptime Percentage	Service Credit
99.0% - 99.9%	5% of monthly fee
95.0% - 98.9%	10% of monthly fee
90.0% - 94.9%	25% of monthly fee
Below 90.0%	50% of monthly fee

5. Support Response Times

Priority Level	Description	Response Time	Target Resolution
P1 - Critical	Complete service outage	15 minutes	4 hours
P2 - High	Significant service degradation	1 hour	8 hours
P3 - Medium	Partial service impact	4 hours	24 hours
P4 - Low	General inquiries, minor issues	8 hours	48 hours

6. Excluded Events

Downtime does not include unavailability caused by:

• Scheduled maintenance with at least 48 hours advance notice
• Emergency maintenance required to prevent security vulnerabilities
• Force majeure events (natural disasters, acts of war, etc.)
• Customer's equipment, software, or configuration issues
• Third-party services or networks outside our control
• Customer's violation of our Acceptable Use Policy
• Customer's failure to follow recommended security practices
• DDoS attacks that exceed our mitigation capacity

7. Scheduled Maintenance

We perform scheduled maintenance to ensure the reliability and security of our services:

• Maintenance windows are typically scheduled during off-peak hours (2:00 AM - 6:00 AM PKT)
• Customers will receive at least 48 hours advance notice for scheduled maintenance
• Emergency maintenance may be performed with shorter notice if required for security
• We strive to minimize maintenance duration and impact

8. Monitoring and Reporting

We continuously monitor our services using industry-standard monitoring tools. Uptime calculations are based on our monitoring systems. Customers may request uptime reports for their services by contacting our support team.

9. Claiming Service Credits

To claim Service Credits:

1. Submit a request to support@ylinx.pk within 30 days of the incident
2. Include the date, time, and duration of the outage
3. Provide any relevant details or error messages
4. We will verify the claim and apply credits to your next invoice

10. Sole Remedy

Service Credits are your sole and exclusive remedy for any failure by yLinx to meet the Uptime Commitments. Service Credits do not apply to prepaid services, promotional offers, or services provided free of charge.

11. Changes to This SLA

We reserve the right to modify this SLA at any time. Changes will be effective 30 days after posting on our website. Your continued use of the Services constitutes acceptance of the modified SLA.

12. Contact Information

For questions about this Service Level Agreement, please contact:

yLinx Support
Email: support@ylinx.pk
Phone: +92 42 3222-7788 (24/7)
Address: Lahore, Pakistan