The NinjaHost services and brand are operated by Silvs Group, registered under CNPJ No. 67.186.766/0001-83, under the domain br.ninja. In this document, the terms “NinjaHost”, “we”, “our” or “company” refer to Silvs Group, the controller responsible for the services. Data Protection Officer (DPO) contact: contato@br.ninja.
This Service Level Agreement (SLA) defines the availability, support and compensation guarantees applicable to the services contracted with NinjaHost, operated by Silvs Group. The SLA complements the Terms of Service and applies to all active customers.
01 Availability guarantee
We guarantee a minimum monthly availability based on the type of service contracted:
- Cloud VPS: 99.9% monthly uptime
- cPanel Hosting: 99.9% monthly uptime
- Dedicated Servers: 99.95% monthly uptime (when available)
- Customer panel: 99.5% monthly uptime
The calculation takes into account the total time of the month excluding scheduled maintenance and force majeure events.
02 Credits for unavailability
If monthly availability falls below the guaranteed level due to a cause attributable to NinjaHost, the customer is entitled to credits on the monthly fee of the impacted service, applied to future invoices, according to the table:
| Availability in the month | Credit (discount) |
|---|---|
| 99.8% to 99.0% | 5% |
| 98.9% to 95.0% | 10% |
| 94.9% to 90.0% | 20% |
| Below 89.9% | 30% |
03 Support response time
We commit to the following maximum first-response times:
- Critical (server offline): up to 15 minutes, 24 hours a day
- High (significant degradation): up to 1 hour, 24 hours a day
- Medium (affected functionality): up to 4 hours during business hours
- Low (general enquiry): up to 24 hours during business hours
04 Scheduled maintenance
Planned maintenance is communicated at least 48 horas via e-mail and in the client panel. Whenever possible, they are carried out during low-traffic windows (late night, Brasília time). Scheduled maintenance does not count toward SLA calculation.
05 SLA exclusions
The SLA does not apply in cases of:
- Scheduled and communicated maintenance
- Force majeure events (natural disasters, large-scale cyber attacks, etc.)
- Failures in external networks, customer ISPs, or upstream providers
- Issues caused by the customer's own code, configuration, or application
- Suspension due to non-payment or breach of the Terms of Service
- Unavailability caused by DDoS attacks directed at the customer (mitigated within 500 ms)
06 Monitoring and reporting
We maintain continuous 24/7 infrastructure monitoring. Incident status and maintenance windows are published in real time in the customer panel and communicated through official channels.
07 How to request credits
To request a credit for SLA non-compliance, open a ticket through the customer panel including:
- Identification of the affected service
- Date, time, and duration of the unavailability
- Logs or screenshots when available
We will review the request within 10 dias úteis and, if approved, the credit will be applied to the next invoice.