WHBOS SLA Guarantee
We back our core licensing APIs, automated release repository, and engineering support with contractually guaranteed response times and service credits.
Table of Contents
1. 99.99% Uptime Commitment
WHBOS guarantees a Monthly Uptime Percentage of at least 99.99% for all primary cloud validation clusters, licensing endpoints (license.whbos.com), and official software release repositories.
Our licensing clusters operate across distributed multi-region edge nodes (US East, EU Central, AP South) with automated BGP failover and real-time health checks.
2. Severity Levels & Response Times
Our engineering desk triages support tickets based on standard impact severity:
| Severity Tier | Definition / Impact | Initial Response SLA |
|---|---|---|
| Severity 1 (Critical) | Total outage of WHBOS validation APIs or core provisioning engine preventing client orders. | < 15 Minutes (24/7) |
| Severity 2 (High) | Significant degradation in a specific driver (e.g. Virtualizor timeout or Stripe webhook failure). | < 1 Hour |
| Severity 3 (Medium) | Non-critical functional bug with an available workaround (e.g. report rendering issue). | < 4 Hours |
| Severity 4 (Low) | General technical questions, API inquiries, or feature requests. | < 12 Hours |
3. Scheduled Maintenance Windows
Routine maintenance on WHBOS license validation clusters is performed during off-peak hours (Sunday 02:00–04:00 UTC). We provide at least 48 hours advance notice via our status page and administrative email broadcast.
Self-hosted WHBOS installations feature built-in offline caching grace periods: if a validation node is temporarily unreachable, your server will continue operating uninterrupted for up to 7 days.
4. Service Credit Remedies
If our Monthly Uptime Percentage drops below 99.99%, active monthly subscribers and owned license holders are eligible for service credits applied to future billing:
5. Escalation & Support Channels
To request support or open an emergency Sev-1 incident, use any of the authorized communication pathways:
- Client Portal Ticket: Available 24/7 at whbos.com/client/support-tickets.
- Emergency Incident Email: enterprise@whbos.com (Includes automated on-call engineer paging).
6. SLA Exclusions
The SLA uptime calculation excludes outages caused by:
- Licensee's self-hosted server infrastructure, network, or hardware failures.
- Third-party payment processor or domain registrar API outages outside our control.
- Customer-authored modifications to the WHBOS PHP core codebase.