Service Level Agreement

1. No uptime SLA is offered yet

Hitt Hosting SE, operated by Extant 2000 LLC ("we", "us"), does not offer an uptime SLA yet. We do not guarantee any level of uptime on any plan, including Enterprise, and we do not offer service credits for downtime. Current status is on the system status page.

2. Support Response Times

These response targets apply to the Professional and Enterprise tiers. Starter includes email support as described in the Support Policy, with no response-time target. Response times are measured from the time a support request is received to the first substantive response from our team.

Critical (Platform Unavailable)

• Enterprise: 1 hour
• Professional: 4 hours

High (Major Feature Impaired)

• Enterprise: 4 hours
• Professional: 1 business day

Normal (General Issues)

• Enterprise: 1 business day
• Professional: 2 business days

3. Data Backup & Recovery

All customer data is backed up daily to two independent providers, and a restore is rehearsed every week against the full table set. We do not currently offer point-in-time recovery; a restore returns the most recent daily backup. In the event of data loss, we will use commercially reasonable efforts to restore data from it.

4. Contact

Questions about this page go to support@hitthosting.com.