Legal
Service Level Agreement
Last updated: 2026
1. Uptime Target
We target 99.5% monthly uptime for all infrastructure-dependent Services (Pitt Hosting, Pitt Cloud).
Uptime is measured monthly and tracked publicly at status.pitt-industries.com.
2. Credit Policy
If monthly uptime falls below 99.5%, affected customers are eligible for a service credit:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.4% | 10% of monthly charge |
| 95.0% – 98.9% | 25% of monthly charge |
| Below 95.0% | 50% of monthly charge |
Credits are applied to the following billing cycle. Credits are not redeemable for cash. To request a credit, contact us within 30 days of the affected period.
3. Support Response Times
| Tier | First response | Channel |
|---|---|---|
| Entry (Casual / Solo / Starter) | 48 hours | |
| Mid (Standard / Family / Business) | 24 hours | |
| Top (Heavy / Pro / Retainer) | 4 hours | Email + Discord |
Response times apply during business hours. Business hours: Monday–Friday, 9am–6pm CT.
4. Exclusions
The uptime target and credit policy do not apply to downtime caused by:
- Scheduled maintenance — announced at least 24 hours in advance via status page and email
- ISP outages or upstream network failures outside our control
- Force majeure events (natural disasters, power grid failures, etc.)
- Customer-caused issues — misconfiguration, abuse, or actions that violate the Terms of Service
- Third-party service failures (Cloudflare, payment providers, etc.)
5. Incident Communication
We post incident updates at status.pitt-industries.com. Customers on mid and top tiers receive direct notification for incidents affecting their specific service.
6. Contact
SLA credit requests and support: pitt-industries.com/contact