Momentum Plan Service Level Agreement

1. Scope of This Agreement

This SLA applies to websites built and/or hosted by iDream Networx and covered by an active Momentum Plan or standalone hosting subscription. It defines the services included, the standards we hold ourselves to, response and restoration targets, and what falls outside the agreement.

This SLA does not replace, and should be read together with, any project agreement, proposal or quotation covering the original build of your website, and our general Terms of Use and Privacy Policy.

2. Definitions

"Website" means the website(s) named in your service agreement. "Hosting" means the operation of the Website on iDream Networx cloud infrastructure, including email mailboxes under your own domain. "Plan" means the Momentum Plan you subscribe to: DreamCare, DreamGrow or DreamTeam. "Included Hours" means the content and development time bundled with your Plan. "Business Hours" means 09:00-18:00 (Cyprus time), Monday to Friday, excluding Cyprus public holidays. "Downtime" means the Website being unreachable due to a fault within infrastructure we control, measured by our monitoring systems. "Scheduled Maintenance" means planned work we announce in advance, performed off-peak wherever possible.

3. Hosting, Email & Uptime

Every website we build is hosted by us on our own cloud hosting platform and includes email addresses under your own brand name. Hosting is included free for the first 12 months following launch and is €20 per month (incl. VAT) thereafter. Every Momentum Plan includes hosting: the plan fee replaces the standalone hosting fee and is never charged on top of it.

We target a monthly uptime of 99.9%, excluding Scheduled Maintenance. If uptime in a calendar month falls below 99.9% due to a fault within our infrastructure, you may request a service credit of 10% of that month's Plan (or hosting) fee for each full percentage point below the target, capped at 50% of the monthly fee. Credit requests must be made in writing within 30 days of the month concerned and are applied against future invoices.

4. Monitoring, Backups & Restoration

The Website is monitored for availability 24 hours a day, 7 days a week. Monitoring alerts come to us automatically, so in most cases we know the Website is down before you do.

Backups are taken daily and retained for a minimum of 30 days. Backups are periodically test-restored, because a backup only counts if it restores. In the event of data loss or corruption, we restore the most recent healthy backup; the maximum data loss in the ordinary course is therefore one day of changes.

Where Downtime is caused by a fault within our hosting infrastructure, we target restoration within 4 hours of detection. Faults with more complex causes may take longer; we do not publish a guaranteed universal fix time because we would rather be honest than optimistic, but we will keep you informed until resolution.

5. Updates & Security

We keep the software your Website runs on current: core platform, dependencies and extensions are updated and then tested, so an update never quietly breaks the form your enquiries arrive through. Critical security patches are applied within 48 hours of stable vendor release. All plans include SSL certificates, security hardening and protection maintained at the hosting level.

6. Support & Response Times

Support requests are made by email to info@idream.com.cy or by phone on 70000 102 during Business Hours. Our response targets, measured within Business Hours, are:

DreamCare: first response within one (1) business day.
DreamGrow: priority handling; first response within four (4) business hours.
DreamTeam: a direct contact line and first response the same business day, typically within two (2) business hours.

Emergencies: if the Website is down, our monitoring engages us immediately regardless of Plan, around the clock. Section 4's restoration target applies.

7. Included Hours & Content

Each Plan includes working time for changes you request (wording, prices, photographs, new sections): up to one (1) hour per month on DreamCare, three (3) hours on DreamGrow and six (6) hours on DreamTeam. DreamGrow additionally includes one researched article per month, and DreamTeam three, each written, published and optimised for search engines, answer engines and AI assistants (SEO, AEO, GEO & AIO).

Included Hours and articles are counted per calendar month and do not roll over. Work beyond the Plan (a newly designed page, a booking system, a redesign) is always quoted and approved in writing before it starts. You will never receive a bill you did not agree to.

8. Client Responsibilities

To let us meet the targets above, you agree to: provide the access, materials and approvals we reasonably request without undue delay; ensure content you supply is accurate, lawful and yours to use; keep any credentials we issue to you confidential; and tell us promptly about anything that looks wrong. Time we spend blocked waiting on access or approvals does not count against our response targets.

9. Exclusions

This SLA does not cover: faults in services outside our control (domain registrars, third-party APIs, payment providers, email delivery beyond our servers); changes made to the Website by you or by third parties we did not authorise; issues caused by software or integrations installed at your instruction against our advice; force majeure events; or new features, redesigns and other work outside the Plan, which is quoted separately. Restoring damage caused by an excluded event is charged at our standard rate, quoted first.

10. Fees, Term & Termination

Plan and hosting fees are payable monthly in advance and include VAT. Either party may end a Plan or standalone hosting with thirty (30) days' written notice; there is no cancellation fee. Fees are reviewed at most once per year, and any change is announced at least sixty (60) days before it applies.

On termination, your domain, your content and your data remain yours: we provide an export of the Website files and data in a commonly readable format and reasonable assistance with migration. Unused Included Hours lapse on the termination date.

11. Liability

Our total aggregate liability under this SLA in any 12-month period is limited to the fees you paid for the affected service in the three (3) months preceding the event giving rise to the claim. We are not liable for indirect or consequential loss, loss of profit, or loss of data beyond the restoration obligations in Section 4. Nothing in this SLA excludes or limits liability that cannot lawfully be excluded or limited under the laws of Cyprus.

12. Governing Law

This SLA is governed by the laws of the Republic of Cyprus, and the courts of Cyprus have exclusive jurisdiction over any dispute arising from it.