Service level agreement (SLA)
English and Romanian are the original versions; the versions in other languages are translations provided for convenience, and if they differ, the English version prevails.
Version 2026-10-20.
This agreement is part of the Terms and applies to every paid hosting plan of Casapu Cristian-Costinel Întreprindere Individuală (MediaLab Works, "we"). It does not apply to our plugins, apps and other products.
1. Commitment
We commit to a monthly availability of at least 99.9 % for the hosting service. 99.9 % allows about 43 minutes of unavailability in a 30-day month.
2. What is covered
The hosting service is available when our server answers requests for the websites hosted on it: the web gateway (ports 80 and 443), the containers platform and the database servers. It is unavailable when our monitoring sees it unreachable from the internet, or when all the websites of your account fail because of a fault on our side. Unavailability is counted in whole minutes, from the moment our monitoring records it (or, if our monitoring missed it, from the moment you reported it) until service is restored.
Monthly availability = (minutes in the calendar month − minutes of unavailability) ÷ minutes in the calendar month × 100.
The e-mail service (mailboxes on our mail server) and the management pages in your account are provided with the same care, but are not counted for service credits.
3. Service credits
If the monthly availability of your account is below the commitment, you receive a credit, as a percentage of the monthly fee of your plan and options in that month (for yearly billing, one twelfth of the yearly fee):
| Monthly availability | Credit |
|---|---|
| below 99.9 % | 10 % |
| below 99.5 % | 25 % |
| below 99 % | 50 % |
- How to ask: open a ticket from your account or write to contact@medialab.works within 30 days after the end of the month concerned, with the dates and times you noticed. We check against our monitoring records and reply within 10 working days.
- The credit is deducted from your next invoice for the hosting subscription. It is not paid out in cash and cannot be transferred. The credits for one month are at most 50 % of that month's fee.
- Service credits are the specific compensation for unavailability under this agreement. They do not limit your rights as a consumer under the law, nor the 30-day money-back guarantee.
4. Exclusions
The following are not counted as unavailability:
- scheduled maintenance announced at least 48 hours in advance by e-mail and on the status page, preferably at night (Romania time);
- force majeure: events beyond our reasonable control, such as power or network failures of our suppliers that last beyond our backup capacity, natural disasters, fire, war, or the actions of authorities;
- causes on the customer's side: the code, configuration, plugins or content of your sites, the use of resources above your plan's limits, mistakes made with your access, an account suspended for non-payment or under the Acceptable use policy;
- problems with the domain or DNS that are not ours: the registrar, expired domains, nameservers or DNS records not set as shown in your account, or a DNS provider other than ours;
- attacks against your sites, and the measures we take to stop them or to protect the server and other customers.
5. Maintenance
Routine updates (security patches, container images, PHP versions) are applied without interruption whenever possible. When an interruption is needed, we announce it at least 48 hours in advance by e-mail and on the status page. Urgent security fixes may be applied without notice; the time they take counts as unavailability if the service is down.
6. Changes
We may update this agreement with notice on the Site and by e-mail at least 30 days before a change that reduces your rights; the new version applies from the next billing period.