Service Level Agreement
DeltaNET provides SLA commitments for uptime, support response, and maintenance. Full SLA text will be added.
Availability Targets
DeltaNET targets a monthly network availability of 99.5% for internet access and connectivity services, and 99.9% for hosting and cloud infrastructure services, measured at the point where the Service leaves DeltaNET's network, excluding scheduled maintenance and factors outside DeltaNET's reasonable control (including upstream carrier outages, force majeure, and Customer-side equipment or connectivity).
Scheduled Maintenance
Scheduled maintenance likely to affect Service availability is announced at least 48 hours in advance via email or the status page, and is performed, where possible, outside standard business hours. Emergency maintenance required to address an active security or stability risk may be performed without prior notice.
Support Response Times
Support requests are triaged by severity: Critical (Service down, no workaround) — acknowledged within 1 hour; High (major functionality impaired) — acknowledged within 4 business hours; Normal (general questions, minor issues) — acknowledged by the next business day. Response time is the time to first acknowledgement, not resolution, which depends on the nature of the issue.
Service Credits
If monthly availability falls below the applicable target due to causes within DeltaNET's control, Customer may request a service credit equal to 5% of the affected Service's monthly fee for each full 1% of downtime below target, up to a maximum of 30% of the monthly fee for that Service. Credit requests must be submitted in writing within 30 days of the end of the affected billing period.
Exclusions
Service credits do not apply to unavailability caused by scheduled maintenance, Customer's own equipment or network, force majeure, upstream carrier failures outside DeltaNET's control, or suspension of Service due to Customer's breach of these Terms or the Acceptable Use Policy.
Legal Entity
DTU DELTA-NET 2023 import-export DOOEL – Kumanovo. VAT registration number: MK4017023548245. Registered address: Tode Dumba 94, Kumanovo, North Macedonia.