NIKO Computers
This SLA applies to services provided by NIKO Computers, including but not limited to:
Web hosting and application hosting
Dedicated and virtual servers
Network connectivity and internet access
Managed IT and infrastructure services
Cloud, backup, and security services
Specific service details are defined in the applicable service order or contract.
NIKO Computers commits to the following monthly service availability, calculated over a calendar month:
| Service Component | Availability Commitment |
|---|---|
| Network & Core Infrastructure | 99.99% |
| Hosting Platforms (VM / Server) | 99.9% |
| Managed Services | 99.5% |
Availability is measured as the percentage of total time the service is operational and accessible, excluding Scheduled Maintenance.
Incident Classification
| Severity | Description | Initial Response |
|---|
| Critical (P1) | Total service outage, security breach, or major business impact | ≤ 30 minutes |
| High (P2) | Significant degradation or partial outage | ≤ 1 hour |
| Medium (P3) | Limited impact, workaround available | ≤ 4 hours |
| Low (P4) | Informational request, minor issue | ≤ 1 business day |
Response time refers to acknowledgement and start of investigation, not resolution time.
Critical & High incidents: 24/7
Medium & Low incidents: Business hours (unless otherwise agreed)
Support channels may include email, ticketing system, phone, or remote access.
Scheduled maintenance will be communicated at least 48 hours in advance.
Maintenance windows are typically performed during low-usage periods.
Scheduled maintenance does not count toward uptime calculations.
If NIKO Computers fails to meet the uptime commitments in Section 3, the Customer may request service credits as follows:
| Monthly Availability | Service Credit |
|---|
| ≥ 99.9% | No credit |
| 99.0% – 99.89% | 5% of monthly fee |
| 98.0% – 98.99% | 10% of monthly fee |
| < 98.0% | 20% of monthly fee |
Maximum total credit per month is capped at 25% of the affected service’s monthly fee.
Credits are applied to future invoices and are not refundable in cash.
The Customer agrees to:
Maintain secure credentials and access controls
Follow recommended security and usage guidelines
Promptly report incidents via approved support channels
Maintain valid contact details for notifications
NIKO Computers implements industry-standard security measures to protect customer data, including:
Network firewalling and monitoring
Access controls
Regular system updates
Specific compliance requirements (e.g. GDPR) are governed by the main service agreement.
NIKO Computers reserves the right to update this SLA with prior written notice.
Any custom SLA terms must be agreed in writing.
This SLA shall be governed by and construed in accordance with the laws applicable in the jurisdiction where NIKO Computers is registered.
By using NIKO Computers services, the Customer acknowledges and agrees to the terms of this SLA.
