Effective: February 2026
IISPilot commits to 99.9% uptime for the web dashboard and management API, measured monthly. This excludes scheduled maintenance windows (announced 48 hours in advance) and force majeure events.
If monthly uptime falls below the commitment, you are entitled to service credits: below 99.9% = 10% credit, below 99.0% = 25% credit, below 95.0% = 50% credit. Credits are applied to the next billing cycle and must be requested within 30 days.
Critical issues (service down): 1 hour response, 4 hour resolution target. High priority (degraded service): 4 hour response, 24 hour resolution target. Normal issues: 24 hour response, 72 hour resolution target. Support is available via email during South African business hours (SAST, UTC+2).
The IISPilot Agent includes local buffering — if connectivity to the API is lost, metrics are stored locally and synced when the connection is restored. The agent will not impact your IIS server performance; it is designed to use minimal CPU and memory resources.
Server metrics and configuration backups are stored with redundancy. We perform daily database backups with 30-day retention. Backup restoration is tested monthly.