# Service Level Agreement The Service Level Agreement (“SLA”) is a policy governing the Terms and usage of Services provided by Ultra.cc and applies individually to you by using our services. Having in mind the nature of services (shared environment) and the kind of services we offer, server downtime is an inevitable part. With this agreement, we’ll explain how we handle certain situations during your time with us. The objective of this agreement is to ensure that the proper elements and commitments are in place to provide consistent service to you by us and will serve as an Official Agreement for our Policy on Handling Conflicts and Offering Compensation. ## Server Downtimes, Server Maintenance & Compensation Ultra.cc takes all the requisite steps to ensure that our servers remain online and accessible for each user in any billing cycle. Any scheduled maintenance of servers will be announced in advance through various communication modes such as e-mails, Ultra.cc Status Page & WHMCS Announcements, with pertinent details. Clients that are affected by this will not be compensated. Any unannounced/emergency downtimes/maintenance of servers will be announced as such, and users affected will be compensated for it. Below is the basis for compensation:
Downtime | Service Credit |
Within 6 hours | As per team discretion |
Up to 12 hours | One Day |
Up to 24 hours | Two Days |
Exceeding 48 hours | Credited double the time of the downtime (e.g., if there are three days of downtime, clients will be credited six days as compensation) |