Service Level Agreement

This Service Level Agreement sets out the uptime commitment, support response targets, escalation process and service credits that apply to every active Alta Ignite subscription.

Version in force · Last updated 6 February 2026

1. Purpose and scope

1.1 This Service Level Agreement ("SLA") supplements the Lanex Group, LLC ("Alta Ignite") Terms of Service and applies to all active Launch, Growth and Scale subscribers for managed hosting, business email and the unlimited design and development service.
1.2 This SLA does not apply during a free trial, to suspended accounts, to accounts in payment default, or to third-party integrations, APIs or content delivery networks not operated by Alta Ignite.
1.3 Capitalised terms not defined in this SLA have the meaning given in the Terms of Service.

2. Uptime commitment

2.1 Alta Ignite commits to a Monthly Uptime Percentage of at least 99.9% for the managed hosting infrastructure underlying each customer's website and business email mailboxes.
2.2 "Monthly Uptime Percentage" is calculated as: (total minutes in the calendar month − Downtime minutes) ÷ (total minutes in the calendar month) × 100, rounded to two decimal places.
2.3 "Downtime" means any period in which the customer's published website returns HTTP server error responses (5xx) or fails to resolve from at least three independent monitoring locations for five or more consecutive minutes, as recorded by Alta Ignite's uptime monitoring system.
2.4 Uptime is measured at the edge of Alta Ignite's hosting network and excludes latency or availability issues introduced by the customer's local network, browser, DNS providers not operated by Alta Ignite, or third-party plug-ins the customer has requested be installed.

3. Exclusions from Downtime

3.1 Scheduled Maintenance carried out in accordance with clause 4.
3.2 Force majeure events, including but not limited to power failures, natural disasters, internet backbone failures, denial-of-service attacks and governmental action, and any other cause beyond our reasonable control.
3.3 Suspension for breach of the Acceptable Use Policy, non-payment, or at the customer's own request.
3.4 Downtime caused by the customer's own code changes, credential compromise attributable to the customer, or misuse of the domain name system, WHOIS/RDAP records or DNSSEC configuration by the customer.
3.5 Degradation of upstream registry, registrar or top-level domain infrastructure outside Alta Ignite's operational control.

4. Scheduled maintenance windows

4.1 Alta Ignite may perform routine maintenance during the window of 01:00–05:00 Central European Time on Tuesdays and Thursdays ("Maintenance Window").
4.2 Alta Ignite will provide at least 72 hours' advance notice by email to the account's billing contact for any maintenance reasonably expected to cause more than 15 minutes of interruption.
4.3 Emergency maintenance required to remediate a security vulnerability, active exploit or data-integrity risk may be performed without advance notice and is excluded from Downtime under clause 3.1.

5. Severity levels

5.1 P1 (Critical): production website, email or checkout entirely unavailable to all visitors, or a confirmed security breach.
5.2 P2 (High): a major feature, mailbox, or a subset of pages is unavailable or severely degraded for a material share of visitors.
5.3 P3 (Medium): a non-critical function, cosmetic defect or isolated bug affects a limited number of users with a viable workaround.
5.4 P4 (Low): general design or content change requests, minor cosmetic issues, and how-to questions that do not affect availability.

6. Response and workaround targets

6.1 P1: initial response within 1 hour, 24/7, with a workaround or mitigation targeted within 4 hours.
6.2 P2: initial response within 4 business hours, with a workaround targeted within 1 business day.
6.3 P3: initial response within 1 business day, with a fix or workaround targeted within 3 business days.
6.4 P4: initial response within 2 business days, scheduled into the standard design and development queue.
6.5 Targets in this clause 6 are best-efforts service objectives and, save for the service credits in clause 9, do not constitute a further contractual guarantee.

7. Design and development request turnaround

7.1 Launch plan: reasonable, well-scoped design or content update requests are actioned within 72 working hours of submission.
7.2 Growth plan: reasonable requests are actioned within 48 working hours of submission.
7.3 Scale plan: reasonable requests are actioned within 24 working hours of submission, Monday to Friday excluding United States federal holidays.
7.4 "Working hours" means 09:00–18:00 Central European Time, Monday to Friday. Requests submitted outside working hours are deemed received at the start of the next working day.
7.5 Requests requiring substantial new functionality, custom integrations, or exceeding one active request in the queue at a time may be scheduled beyond the above targets and will be communicated to the customer in advance.

8. Support hours and channels

8.1 P1 incidents may be reported 24 hours a day, 7 days a week via the emergency support channel identified in the customer dashboard.
8.2 General support, design requests and billing queries are handled Monday to Friday, 09:00–18:00 Central European Time, via the customer dashboard, email support and live chat.
8.3 Alta Ignite publishes current channel status and expected queue times on its status page.

9. Escalation matrix

9.1 Tier 1: front-line support agent, first point of contact for all tickets.
9.2 Tier 2: senior support engineer, engaged automatically if a P1 is not resolved within 4 hours or a P2 within 1 business day.
9.3 Tier 3: engineering lead, engaged for unresolved P1 incidents exceeding 8 hours or on customer request for repeated missed targets.
9.4 Customers may request escalation at any time through the dashboard or by emailing legal@altaignite.com marking the message "Escalation".

10. Service credit schedule

10.1 Where Monthly Uptime Percentage falls below the commitment in clause 2.1, the customer may claim a service credit against the following month's subscription fee according to the table below.
10.2 99.0%–99.89% Monthly Uptime Percentage: 10% of that month's subscription fee.
10.3 95.0%–98.99% Monthly Uptime Percentage: 25% of that month's subscription fee.
10.4 Below 95.0% Monthly Uptime Percentage: 50% of that month's subscription fee.
10.5 Missed P1 response targets under clause 6.1 occurring more than twice in a calendar month entitle the customer to an additional 10% credit for that month.

11. Claiming a credit

11.1 The customer must submit a claim to billing@altaignite.com within 30 calendar days of the end of the calendar month giving rise to the claim, including the affected domain, dates and times of Downtime, and any supporting evidence.
11.2 Alta Ignite will verify the claim against its monitoring records within 10 business days and confirm the credit, if any, in writing.
11.3 Claims submitted after the 30-day period in clause 11.1 are not eligible for a credit.

12. Credit cap and sole remedy

12.1 Total service credits issued under this SLA in any calendar month shall not exceed 100% of that month's subscription fee.
12.2 Service credits are the customer's sole and exclusive remedy for any failure to meet the uptime commitment or the targets in this SLA, without prejudice to the customer's mandatory statutory rights that cannot be excluded under applicable law.
12.3 Credits have no cash value, are not refundable in cash, and are forfeited on termination of the subscription.

13. Backup and disaster recovery

13.1 Alta Ignite performs automated daily backups of hosted website files, databases and business email mailboxes, retained for 30 days on a rolling basis.
13.2 Recovery Point Objective (RPO): a maximum of 24 hours of data loss in the event of a restoration.
13.3 Recovery Time Objective (RTO): Alta Ignite targets restoration of service from the most recent backup within 8 hours of confirming the need to restore for P1 incidents.
13.4 Customers may request an on-demand restore point via the dashboard at no charge for the two most recent backups in a rolling 30-day period; additional restores may be subject to a reasonable fee disclosed in advance.

14. Monitoring and reporting

14.1 Alta Ignite publishes real-time and historical uptime data on its public status page.
14.2 On written request, Alta Ignite will provide a customer with the monitoring logs relevant to a specific Downtime claim.
14.3 Planned and emergency maintenance notices, and any confirmed P1/P2 incident post-mortems, are archived and available to the customer on request for 12 months.

15. Changes to this SLA

15.1 Alta Ignite may update this SLA to reflect operational or infrastructure changes, with at least 30 days' notice by email or dashboard notice before any change that reduces the uptime commitment or credit percentages takes effect.
15.2 Continued use of the services after the effective date of an updated SLA constitutes acceptance of the update.

16. Governing law and disputes

16.1 This SLA is governed by the laws of the United States, without regard to conflict-of-laws principles.
16.2 Disputes arising from this SLA are subject to the exclusive jurisdiction of the competent state and federal courts of the United States seated in the district of our registered office, without prejudice to mandatory consumer protections available to the customer in their place of residence.

17. Contact and notices

17.1 SLA claims and billing questions: billing@altaignite.com. Legal notices: legal@altaignite.com. Abuse reports: abuse@altaignite.com.
17.2 Lanex Group, LLC, United States. a United States limited liability company. US federal tax identification available on request.

Questions about this document: legal@altaignite.com — Lanex Group, LLC, United States.