Service Level Agreement

Service Level Agreement

Version 1.0 · Last updated: 18 July 2026

This Service Level Agreement ("SLA") describes the availability commitment that Salieno ("Salieno", "we", "us", or "our") makes for the online services we operate at salieno.com. It forms part of, and is governed by, our Terms of Service. If there is any conflict between this SLA and the Terms of Service, the Terms of Service control except on the specific subject of service availability, which this SLA governs.

Please read the scope carefully. This SLA is deliberately modest and specific: it covers our services, and it does not cover the software you install and run on your own server.

1. Plain-language summary

• This SLA covers the availability of Salieno.com's own online services — the licence/activation server, the update server, and the download and marketplace services.
• We target 99.5% availability per calendar month for those services.
• This SLA does not cover your self-hosted Salieno Core installation. That software runs on your server, and its uptime is your responsibility.
• Scheduled maintenance, events outside our reasonable control, and problems on your own infrastructure or network do not count against our availability target.
• To report a problem or an outage, email [email protected].
• This SLA sets a service target and defines how we respond to outages. Consistent with our subscription terms, it does not create a right to refunds or monetary service credits.

The rest of this document sets out these points in full.

2. What this SLA covers ("Covered Services")

Salieno Core is self-hosted software. You install it on your own server (PHP 8.2+ with the IonCube Loader, built on Laravel and Livewire) and run it on your own infrastructure. Your $6.00 USD / month subscription keeps your licence active and delivers free updates for as long as it is paid.

The subscription is served by a small set of online services that we host at salieno.com. Those services — and only those services — are the subject of this SLA:

• The licence / activation service — the endpoint your Salieno Core installation contacts to activate and validate its licence.
• The update service — the service that delivers new versions and updates while your subscription is active.
• The download and marketplace service — the pages and endpoints on salieno.com used to download Salieno Core and to purchase and download one-time marketplace add-ons (extra panels, gateways, registrars, and themes).

We refer to these collectively as the "Covered Services."

3. What this SLA does NOT cover

This SLA makes no availability commitment for anything in this section.

3.1 Your self-hosted Salieno Core installation

The most important boundary of this SLA: we do not host, run, or guarantee the uptime of your Salieno Core installation. It is software that you install and operate on your own server. Its availability depends entirely on factors within your control, including:

• your server, hosting provider, or VPS;
• your operating system, PHP configuration, IonCube Loader, web server, and database;
• your network, DNS, TLS certificates, and firewall;
• your own configuration, customizations, and third-party add-ons; and
• the services you provide to your own end-clients from that installation.

Keeping your installation online is your responsibility. Nothing in this SLA should be read as a promise that your installation, or the hosting business you run on top of it, will be available.

3.2 Other exclusions

This SLA also does not cover:

• Your end-clients' data and services. Your end-clients' data lives on your own server. Salieno never touches it, and we make no commitment regarding its availability.
• Third-party providers. Functions that depend on third parties — for example, payment processing through Stripe, transactional email delivery, or your domain registrar and control panel providers — are subject to those providers' own availability, not ours.
• The free trial. During the 30-day free trial, the Covered Services are provided on the same reasonable-effort basis, but the availability target in Section 4 is a goal rather than a commitment for trial usage.
• Beta, preview, or experimental features that we clearly identify as such.

4. Availability commitment

4.1 Target

We target 99.5% availability of the Covered Services in each calendar month.

At 99.5%, this target allows for up to roughly 3 hours and 39 minutes of unplanned unavailability in a 30-day month, in addition to the excluded periods described in Section 6.

This is a good-faith operational target. We run monitoring on the Covered Services and work to restore any interruption promptly.

4.2 How availability is measured

For each calendar month, Monthly Availability is calculated as:

Monthly Availability (%) = ( (Total Minutes in the Month − Downtime Minutes) ÷ Total Minutes in the Month ) × 100

where:

• "Total Minutes in the Month" is the number of minutes in the applicable calendar month.
• "Downtime Minutes" is the number of minutes during which the Covered Services are unavailable, excluding any period listed in Section 6.
• "Unavailable" means the Covered Services do not respond to a valid, correctly-formed request from us or from a properly-licensed installation, as measured by our own monitoring.

A brief, transient failure that resolves on retry, or a slowdown that does not prevent the service from responding, is not counted as Downtime.

4.3 The Covered Services are separate from your installation

The Covered Services are hosted by us and are distinct from your self-hosted installation. A temporary interruption to the licence, update, or download services may, for example, delay your ability to activate a new installation, download an update, or download a marketplace add-on during the interruption. It is not a statement about whether your already-installed software is running — that remains governed by Section 3.1.

5. Scheduled maintenance

From time to time we need to perform maintenance on the Covered Services — for example, to apply security patches, upgrade infrastructure, or deploy improvements.

• Planned maintenance. Where maintenance is expected to cause a noticeable interruption, we aim to schedule it during off-peak hours and to give advance notice by a reasonable method (for example, a notice on salieno.com or by email).
• Emergency maintenance. We may perform urgent maintenance without advance notice where it is necessary to protect the security, integrity, or stability of the Covered Services or of our customers' data.

Time spent in scheduled or emergency maintenance is excluded from the availability calculation in Section 4.

6. Exclusions from availability

The following periods and events do not count as Downtime and are excluded when calculating Monthly Availability:

1. Scheduled and emergency maintenance performed in accordance with Section 5.
2. Your own infrastructure, network, or software — anything within your control, including your server, hosting provider, connectivity, DNS, firewall, or your Salieno Core installation itself (see Section 3.1).
3. Third-party providers and networks outside our reasonable control, including our sub-processors (payment processing, transactional email, and monitoring), upstream network providers, and the public internet backbone.
4. Force majeure — events beyond our reasonable control, including natural disasters, fire, flood, power or utility failures, acts of government, civil unrest, war, terrorism, labour disputes, and failures of the wider internet.
5. Denial-of-service and other attacks, security incidents caused by third parties, or other malicious activity directed at the Covered Services.
6. Suspension or restriction of your access that we apply in accordance with our Terms of Service or Acceptable Use Policy, or as required by law.
7. Your acts or omissions, including misuse of the Covered Services, use in breach of our terms, or use of the services in a way we did not authorize or intend.
8. Beta, preview, or experimental features identified as such.
9. Lapsed subscriptions. If your subscription is unpaid, cancelled, or otherwise inactive, any resulting suspension or revocation of licence, updates, or downloads is a function of your subscription status, not an availability failure.

7. Reporting a problem

If you experience a problem with the Covered Services — for example, you cannot activate a licence, download an update, or reach the marketplace — please contact us at [email protected].

To help us investigate quickly, please include where you can:

• the email address associated with your Salieno account;
• which service is affected (licence/activation, updates, or download/marketplace);
• what you were trying to do and what happened (including any error message, code, or request ID shown);
• the approximate date and time (with time zone) the problem started; and
• any steps you have already tried.

We treat outage reports for the Covered Services as a priority and work to restore normal service as quickly as we reasonably can. We aim to acknowledge availability-affecting reports promptly during our normal working hours. This SLA does not set a guaranteed support-response time; response times may vary with the nature and severity of the issue.

8. Status and communication

Where an incident affects the Covered Services broadly, we aim to communicate its status by a reasonable method — for example, a notice on salieno.com or by email to affected customers — and to confirm when normal service is restored.

9. Remedies

This SLA describes our availability target and how we respond to interruptions of the Covered Services. It is a service commitment, not a financial guarantee.

Consistent with our subscription and billing terms — Salieno Core is billed monthly in advance at $6.00 USD / month, you may cancel at any time, and there is no money-back guarantee (cancelling stops future charges but does not refund amounts already paid) — this SLA does not create any right to a refund or to monetary service credits. Your remedy for a failure to meet the availability target is our commitment to investigate and restore the Covered Services, and your ability to cancel your subscription at any time if the service does not meet your needs.

Nothing in this SLA limits or excludes any right you may have that cannot be limited or excluded under the law that applies to you.

10. Changes to this SLA

We may update this SLA from time to time — for example, to reflect changes in how the Covered Services operate. When we make a material change, we will update the version and date at the top of this document and, where appropriate, provide notice by a reasonable method. Your continued use of the Covered Services after a change takes effect means you accept the updated SLA. Earlier versions remain available on request.

11. Governing law

This SLA, and any dispute arising out of or relating to it, is governed by the laws of [GOVERNING LAW — owner to set jurisdiction], without regard to its conflict-of-laws rules. This governing-law provision is read together with, and does not override, the governing-law and dispute-resolution terms of our Terms of Service.

12. Contact

Questions about this SLA, or reports of a problem with the Covered Services, should be directed to:

Salieno Email: [email protected] Website: salieno.com Registered address: [REGISTERED ADDRESS — owner to set]

We read every message sent to [email protected] and will respond as promptly as we reasonably can.