Service level agreement with 99.5% availability and defined response times.
This SLA applies to hosting infrastructure and services managed by EngiServer/IGRTEC. It defines guaranteed monthly availability, response times by priority, and agreement exclusions.
Last updated: July 2026.
Guaranteed availability
We guarantee a minimum of 99.5% monthly availability for hosting infrastructure (network, servers, and base services managed by EngiServer). Calculation is per calendar month and excludes scheduled maintenance windows notified at least 48 hours in advance.
Equivalent to a maximum of ~3h 39m of unplanned downtime per month.
Response and resolution times
Times apply to incidents reported by active clients through the NOC (24/7) or soporte@igrtec.com. Resolution is a target based on complexity; the NOC confirms progress at each stage.
| Priority | Description | First response | Target resolution |
|---|---|---|---|
| P1 — Critical | Service completely down or inaccessible to all users | 5 minutes | 2 hours |
| P2 — High | Severe degradation: key functions affected for many users | 15 minutes | 4 hours |
| P3 — Medium | Partial functionality affected without stopping core operations | 1 hour | 8 hours |
| P4 — Low | Inquiries, improvements, and non-urgent support | 4 business hours | 24 business hours |
SLA scope
The agreement covers infrastructure and services directly managed by EngiServer:
- Datacenter servers, network, and connectivity
- Control panel, DNS, and managed SSL certificates
- Email hosted on the EngiServer platform
- ASP.NET, WordPress, and ERP/CRM on managed plans
- Scheduled backups included in the contracted plan
Exclusions
The SLA does not apply in the following cases:
- Scheduled maintenance notified in advance
- Code, plugins, or configurations modified by the client
- Third-party provider outages (registrars, gateways, external APIs)
- Targeted attacks or abuse beyond reasonable platform control
- Force majeure: natural disasters, mass power or telecom outages
Credits for availability shortfall
If monthly infrastructure availability falls below 99.5% due to EngiServer-attributable causes, the client may request a service credit equal to 5% of the affected plan's monthly fee for each additional 0.1% of downtime, up to a maximum of 25% of the month. Requests must be sent to soporte@igrtec.com within 15 days after month end, with incident details.
Scheduled maintenance
Maintenance windows are preferably scheduled during low-demand hours (overnight, Mexico Central Time) and notified at least 48 hours in advance by email. During planned maintenance, downtime does not count against the availability SLA.
Incident reporting
P1 and P2 incidents must be reported to the 24/7 NOC via WhatsApp (+52 442 105 5745). P3 and P4 incidents may be sent to soporte@igrtec.com or commercial WhatsApp during business hours. The NOC assigns priority based on actual impact and confirms the applicable SLA.