Standard SLA
Comprehensive service commitments for growing enterprises with predictable infrastructure needs and business-hours support requirements.
Effective Date: January 1, 2025 | Version: 2.1 | Last Updated: November 26, 2024
Subsidiary Disclosure: HUK SONS IT operates as a legally separate subsidiary of HUK SONS. When you engage with this site or our services, you are interacting with HUK SONS IT (a subsidiary of HUK SONS) as the contracting entity, unless a signed agreement specifies otherwise.
1. Uptime Commitment
HUK SONS IT guarantees 99.5% uptime for all managed infrastructure and services covered under this Standard SLA.
Calculation Method:
Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Measured monthly: Calendar month basis (00:00:01 first day to 23:59:59 last day)
Downtime defined as: Any period where core services are unavailable or degraded beyond operational thresholds
Excludes: Planned maintenance (with 72-hour notice), client-caused outages, force majeure events
Maximum Downtime
~3.6 hours/month
Based on 99.5% uptime
Planned Maintenance
4 hours/month
Maximum allowed window
2. Response Time Commitments
Response times are measured from ticket creation to first qualified technical response during business hours.
| Priority Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 - Critical | Complete service outage, production down, critical data loss | < 2 hours | 8 business hours |
| P2 - High | Major functionality impaired, significant performance degradation | < 4 hours | 2 business days |
| P3 - Medium | Minor functionality affected, workaround available | < 8 hours | 5 business days |
| P4 - Low | General inquiries, feature requests, documentation | < 1 business day | Best effort |
Business Hours Definition
Monday - Friday: 9:00 AM to 6:00 PM (Client's Local Time Zone)
Excludes: Public holidays in the United States, Canada, and major international holidays
After-hours: Emergency contact available for P1 Critical incidents only (best effort response)
3. Support Channels & Coverage
Available Channels:
Escalation Procedure:
4. Service Credits & Remedies
If HUK SONS IT fails to meet the uptime commitment, clients are entitled to service credits automatically applied to future invoices.
| Monthly Uptime Achieved | Service Credit |
|---|---|
| ≥ 99.5% but < 99.9% | 5% of monthly service fees |
| ≥ 99.0% but < 99.5% | 10% of monthly service fees |
| ≥ 98.0% but < 99.0% | 25% of monthly service fees |
Credit Claim Process:
1. Automatic Calculation: Credits are calculated automatically each month based on monitored uptime
2. Notification: Clients receive credit notification within 5 business days of month-end
3. Application: Credits applied to next invoice automatically; no action required
4. Dispute Period: 10 business days to dispute calculations with supporting evidence
5. Maximum Credit: Cannot exceed 50% of monthly service fees per incident/month
5. SLA Exclusions
The following circumstances are excluded from uptime calculations and SLA commitments:
Planned maintenance windows with 72-hour advance notice (maximum 4 hours/month)
Emergency maintenance required for security vulnerabilities (best effort notice)
Outages caused by client actions, configurations, or custom code
Third-party service failures beyond HUK SONS IT's reasonable control (DNS, ISPs, cloud providers)
Force majeure events (natural disasters, wars, pandemics, government actions)
Client network or infrastructure issues preventing access
Denial of Service (DoS/DDoS) attacks or malicious activities
Beta features, preview services, or non-production environments
Services operating on deprecated or unsupported platforms after notice period
6. Monitoring & Reporting
Monitoring Tools:
• Synthetic monitoring: Every 60 seconds from multiple global locations
• Real user monitoring: Actual user experience tracking
• Infrastructure health: CPU, memory, disk, network metrics
• Application performance: Response times, error rates, throughput
• Security monitoring: Intrusion detection, vulnerability scanning
Monthly Reports Include:
• Uptime percentage: Detailed breakdown by service
• Incident summary: All P1/P2 incidents with root cause
• Response metrics: Average response/resolution times by priority
• Change log: All infrastructure changes and deployments
• Performance trends: Month-over-month comparisons
Report Delivery: Monthly SLA reports delivered by the 5th business day of each month via email and support portal. Custom reporting available upon request.
7. Term & Modifications
This SLA is effective from the service start date specified in the client's Master Service Agreement (MSA) and remains in effect for the duration of active service.
Modification Rights
HUK SONS IT may modify this SLA with 60 days written notice. Material changes affecting uptime or response times require 90 days notice.
Client Opt-Out
If modified SLA terms are unacceptable, client may terminate service within 30 days of notice without penalty.
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