The availability target for each eligible Service is the target presented in the plan, order or proposal at the time of purchase. Free or trial plans may have no SLA. When a target applies, it is calculated over the monthly cycle of the respective Service and does not extend to other Services purchased.
Published levels may vary by plan and architecture. Purchasing a higher plan does not change the SLA of third-party services such as Google Workspace, domains or licenses, which remain subject to the relevant provider's terms.
Exclusions from availability calculation
- Scheduled maintenance, which will be communicated at least 24 (twenty-four) hours in advance and preferably carried out at times of lower impact;
- Unavailability resulting from failures in the infrastructure providers and services listed on the Suppliers and Subprocessors page that exceed the respective contracted SLAs;
- Interruptions caused by denial of service attacks (DDoS) or other security incidents;
- Failures arising from actions or omissions by CLIENT or third parties authorized by it;
- Unavailability or limitations occurring during a valid suspension for non-payment or violation of the Acceptable Use Policy, between the effective suspension date and reactivation;
- Cases of force majeure as defined in these Terms.
UQBITZ does not offer credits or financial compensation for unavailability unless expressly provided in the plan or proposal, and its responsibility is limited to restoring the service in the shortest possible time.
CLIENT may track availability through the means made available by UQBITZ. If an eligible Service remains below the contracted target for 3 (three) consecutive months, CLIENT may terminate it without a UQBITZ penalty upon 30 (thirty) days' prior notice, without releasing irreducible financial commitments made to third parties.