SERVICE LEVELS

Service levels.

This page describes how Schwen Scalability approaches availability, maintenance, and support for managed hosting services. It is part of our Terms of Service. It sets expectations honestly rather than promising a number we cannot control end-to-end.

Template — not legal advice. This is a template for review by qualified counsel, not legal advice. If you commit to specific uptime numbers or credits, have counsel review them.

1. Our Availability Posture

We target high availability and monitor the services continuously. We run your infrastructure with production-grade care on reputable upstream platforms (see Subprocessors) and respond to incidents promptly.

Standard managed hosting tiers are provided on a commercially-reasonable-efforts basis without a contractual uptime guarantee. Because your services depend on third-party infrastructure, factors outside our reasonable control — upstream outages, DNS or network issues, force majeure, or your own changes — can affect availability. We do not commit to a specific uptime percentage on standard tiers.

2. Custom & Enterprise SLAs

If your project needs a committed uptime target, defined credits, or specific response guarantees, we offer custom or enterprise service-level agreements by written agreement. Any binding availability commitment or service credit exists only where it is set out in a signed SLA or order — not by implication from this page.

3. Maintenance Windows

We may perform routine maintenance, updates, and deployments. Where maintenance is expected to cause a noticeable interruption, we aim to schedule it during low-traffic periods and to give reasonable advance notice. Emergency maintenance (for example, to address a security issue) may be performed without prior notice when necessary to protect the services.

4. Support & Response Expectations

Support is provided primarily over email at matthew@schwen.me. We aim to acknowledge requests and respond to service-affecting issues promptly, prioritizing by severity:

Critical — a production service is down or unusable: we begin investigating as soon as we are aware and work the issue actively.
Major — significant degradation or impaired functionality: prioritized promptly during working hours.
Minor — questions, minor issues, and requests: handled in the ordinary course.

These are targets, not guarantees, unless a signed SLA states otherwise. Specific response and resolution commitments can be agreed under a custom SLA.

5. Remedies

Service credits or other remedies for availability shortfalls apply only where a written SLA expressly provides them. Where a written SLA applies, the credits or remedies stated there are your sole and exclusive remedy for the covered service-level failures. Absent a written SLA, no service credits are owed. Nothing here expands the limitations of liability in our Terms of Service.

6. Changes

We may update this page as our operations evolve. Material changes will be communicated with reasonable notice.

Schwen Scalability · Last updated: July 18, 2026 · schwenscalability.com