33e86a32a8
Phase 3 (Provisioning): - Create ProvisioningServiceInterface abstraction - Implement VirtFusionService for VPS provisioning via REST API - Implement SynergyCPService for dedicated server provisioning - Implement EnhanceService for web hosting provisioning - Create ProvisioningFactory for service type routing - Add API config for VirtFusion, SynergyCP, Enhance Phase 4 (Customer Dashboard): - Enhance DashboardController with real data (services, subscriptions, invoices, pending amounts, next renewal) - Rebuild Dashboard.vue with stats cards, active subscriptions list, recent invoices table, and quick action buttons Phase 8 (Marketing): - Add Terms of Service page with 15 sections - Add Privacy Policy page (GDPR/CCPA aware) - Add Acceptable Use Policy page - Add Service Level Agreement page (99.99% uptime, credit calc) - 52 tests passing, build clean Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>
381 lines
19 KiB
Vue
381 lines
19 KiB
Vue
<script lang="ts" setup>
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import { Link } from '@inertiajs/vue3'
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import MarketingLayout from '@/Layouts/MarketingLayout.vue'
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defineOptions({ layout: MarketingLayout })
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const effectiveDate = 'February 1, 2026'
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const companyName = 'EZSCALE LLC'
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interface Section {
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id: string
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title: string
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}
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const sections: Section[] = [
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{ id: 'overview', title: '1. Overview' },
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{ id: 'uptime', title: '2. Uptime Guarantees' },
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{ id: 'credits', title: '3. Service Credit Calculation' },
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{ id: 'exclusions', title: '4. Exclusions' },
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{ id: 'monitoring', title: '5. Monitoring and Reporting' },
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{ id: 'claiming', title: '6. How to Claim SLA Credits' },
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{ id: 'remedies', title: '7. Remedies' },
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{ id: 'changes', title: '8. Changes to This SLA' },
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{ id: 'contact', title: '9. Contact Information' },
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]
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interface UptimeGuarantee {
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service: string
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uptime: string
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monthly: string
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color: string
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}
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const uptimeGuarantees: UptimeGuarantee[] = [
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{ service: 'VPS Hosting', uptime: '99.99%', monthly: '4 min 23 sec', color: 'success' },
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{ service: 'Dedicated Servers', uptime: '99.99%', monthly: '4 min 23 sec', color: 'success' },
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{ service: 'Web Hosting', uptime: '99.9%', monthly: '43 min 50 sec', color: 'primary' },
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{ service: 'Game Servers', uptime: '99.9%', monthly: '43 min 50 sec', color: 'primary' },
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{ service: 'MySQL Hosting', uptime: '99.9%', monthly: '43 min 50 sec', color: 'primary' },
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]
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interface CreditTier {
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uptime: string
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credit: string
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}
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const creditTiers: CreditTier[] = [
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{ uptime: '99.00% - 99.98%', credit: '10x downtime' },
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{ uptime: '95.00% - 98.99%', credit: '25x downtime' },
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{ uptime: '90.00% - 94.99%', credit: '50x downtime' },
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{ uptime: 'Below 90.00%', credit: '100x downtime' },
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]
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</script>
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<template>
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<div>
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<VContainer class="py-16">
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<!-- Header -->
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<VRow justify="center">
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<VCol cols="12" md="10" lg="8">
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<div class="text-center mb-12">
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<h1 class="text-h2 font-weight-bold mb-3">Service Level Agreement</h1>
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<p class="text-body-1 text-medium-emphasis">
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Effective Date: {{ effectiveDate }}
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</p>
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</div>
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<VCard variant="outlined">
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<VCardText class="pa-6 pa-md-10">
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<!-- Introduction -->
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<p class="text-body-1 mb-6">
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This Service Level Agreement ("SLA") is part of the
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<Link :href="route('terms')" class="text-primary text-decoration-none font-weight-medium">Terms of Service</Link>
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between you and {{ companyName }} ("EZSCALE," "we," "us," or "our"). This SLA describes our
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uptime commitments and the remedies available to you if we fail to meet them.
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</p>
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<!-- Table of Contents -->
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<VCard variant="tonal" color="primary" class="mb-8">
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<VCardText>
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<h2 class="text-h6 font-weight-bold mb-3">Table of Contents</h2>
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<div class="d-flex flex-column ga-1">
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<a
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v-for="section in sections"
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:key="section.id"
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:href="`#${section.id}`"
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class="text-body-2 text-primary text-decoration-none"
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>
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{{ section.title }}
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</a>
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</div>
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</VCardText>
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</VCard>
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<!-- 1. Overview -->
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<div id="overview" class="mb-8">
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<h2 class="text-h5 font-weight-bold mb-4">1. Overview</h2>
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<p class="text-body-1 mb-3">
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EZSCALE is committed to providing reliable, high-performance hosting infrastructure. This SLA
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defines our uptime guarantees and the service credits we provide when we fail to meet those
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commitments.
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</p>
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<p class="text-body-1">
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"Uptime" is defined as the percentage of time during a calendar month that your service is
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accessible and operational, as measured by our monitoring systems. "Downtime" is any period
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during which your service is inaccessible due to causes within our control.
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</p>
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</div>
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<!-- 2. Uptime Guarantees -->
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<div id="uptime" class="mb-8">
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<h2 class="text-h5 font-weight-bold mb-4">2. Uptime Guarantees</h2>
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<p class="text-body-1 mb-4">
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The following uptime guarantees apply to each service category:
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</p>
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<VCard variant="outlined" class="mb-4">
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<VTable>
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<thead>
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<tr>
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<th class="text-subtitle-2 font-weight-bold">Service</th>
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<th class="text-subtitle-2 font-weight-bold">Uptime Guarantee</th>
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<th class="text-subtitle-2 font-weight-bold">Max Downtime / Month</th>
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</tr>
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</thead>
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<tbody>
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<tr v-for="item in uptimeGuarantees" :key="item.service">
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<td class="font-weight-medium">{{ item.service }}</td>
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<td>
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<VChip :color="item.color" size="small" variant="tonal">
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{{ item.uptime }}
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</VChip>
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</td>
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<td class="text-medium-emphasis">{{ item.monthly }}</td>
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</tr>
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</tbody>
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</VTable>
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</VCard>
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<p class="text-body-1">
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Uptime is calculated on a monthly basis using the formula:
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</p>
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<VCard variant="tonal" class="mt-3">
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<VCardText class="text-center">
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<code class="text-body-1">
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Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
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</code>
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</VCardText>
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</VCard>
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</div>
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<!-- 3. Service Credit Calculation -->
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<div id="credits" class="mb-8">
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<h2 class="text-h5 font-weight-bold mb-4">3. Service Credit Calculation</h2>
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<p class="text-body-1 mb-3">
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If we fail to meet the uptime guarantee for your service, you are eligible for service credits.
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Credits are calculated based on the duration of downtime and applied as a multiplier:
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</p>
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<VCard variant="outlined" class="mb-4">
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<VTable>
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<thead>
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<tr>
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<th class="text-subtitle-2 font-weight-bold">Monthly Uptime</th>
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<th class="text-subtitle-2 font-weight-bold">Credit Amount</th>
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</tr>
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</thead>
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<tbody>
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<tr v-for="tier in creditTiers" :key="tier.uptime">
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<td class="font-weight-medium">{{ tier.uptime }}</td>
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<td>
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<VChip color="primary" size="small" variant="tonal">
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{{ tier.credit }}
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</VChip>
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</td>
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</tr>
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</tbody>
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</VTable>
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</VCard>
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<h3 class="text-subtitle-1 font-weight-bold mb-2">Credit Calculation Example</h3>
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<VCard variant="tonal" class="mb-3">
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<VCardText>
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<p class="text-body-2 mb-2">
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<strong>Scenario:</strong> Your VPS plan costs $50/month. The service experienced 2 hours of
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downtime in a month, resulting in 99.72% uptime.
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</p>
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<p class="text-body-2 mb-2">
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<strong>Credit tier:</strong> 99.00% - 99.98% = 10x downtime credit
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</p>
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<p class="text-body-2 mb-2">
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<strong>Hourly rate:</strong> $50 / 720 hours = $0.069/hour
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</p>
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<p class="text-body-2 mb-0">
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<strong>Credit:</strong> 2 hours x $0.069 x 10 = <strong>$1.39 service credit</strong>
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</p>
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</VCardText>
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</VCard>
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<p class="text-body-1">
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Service credits are applied to your account balance and can be used toward future invoices.
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Credits cannot be converted to cash refunds. The maximum credit for any single month shall
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not exceed 100% of your monthly service fee for the affected service.
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</p>
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</div>
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<!-- 4. Exclusions -->
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<div id="exclusions" class="mb-8">
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<h2 class="text-h5 font-weight-bold mb-4">4. Exclusions</h2>
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<p class="text-body-1 mb-3">
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The following situations are excluded from our uptime guarantee and do not qualify for service credits:
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</p>
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<ul class="text-body-1 mb-3 ml-6">
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<li class="mb-2">
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<strong>Scheduled Maintenance:</strong> Planned maintenance windows announced at least 48 hours
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in advance via email and/or dashboard notification. We schedule maintenance during low-traffic
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hours (typically 2:00 AM - 6:00 AM ET) and aim for zero-downtime maintenance whenever possible.
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</li>
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<li class="mb-2">
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<strong>Force Majeure:</strong> Events beyond our reasonable control, including but not limited
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to natural disasters, acts of war, terrorism, pandemics, government actions, power grid failures,
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or widespread internet outages.
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</li>
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<li class="mb-2">
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<strong>Customer-Caused Issues:</strong> Downtime resulting from your actions, configurations,
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or software, including misconfigured firewalls, resource exhaustion from your applications,
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or software bugs in your code.
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</li>
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<li class="mb-2">
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<strong>DDoS Attacks:</strong> Downtime caused by distributed denial-of-service attacks targeting
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your services, though we will make reasonable efforts to mitigate such attacks.
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</li>
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<li class="mb-2">
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<strong>Third-Party Services:</strong> Outages of third-party services, DNS providers, or upstream
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network providers outside of our direct control.
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</li>
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<li class="mb-2">
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<strong>Account Suspension:</strong> Downtime resulting from suspension of your account due to
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policy violations, non-payment, or other breaches of our Terms of Service.
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</li>
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<li class="mb-2">
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<strong>Beta/Preview Services:</strong> Services labeled as beta, preview, or experimental are
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not covered by this SLA.
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</li>
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</ul>
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</div>
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<!-- 5. Monitoring and Reporting -->
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<div id="monitoring" class="mb-8">
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<h2 class="text-h5 font-weight-bold mb-4">5. Monitoring and Reporting</h2>
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<p class="text-body-1 mb-3">
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We continuously monitor our infrastructure using multiple monitoring systems to detect and
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respond to service disruptions:
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</p>
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<ul class="text-body-1 ml-6">
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<li class="mb-1"><strong>Network Monitoring:</strong> Real-time monitoring of network connectivity, latency, and packet loss across all data centers.</li>
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<li class="mb-1"><strong>Server Monitoring:</strong> Continuous monitoring of server health, including CPU, memory, disk, and service availability.</li>
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<li class="mb-1"><strong>Status Page:</strong> Our public status page provides real-time information about service status, active incidents, and scheduled maintenance.</li>
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<li class="mb-1"><strong>Incident Response:</strong> Our operations team is available 24/7 to respond to service disruptions. We aim to acknowledge incidents within 15 minutes and provide updates every 30 minutes during active incidents.</li>
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</ul>
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</div>
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<!-- 6. How to Claim SLA Credits -->
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<div id="claiming" class="mb-8">
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<h2 class="text-h5 font-weight-bold mb-4">6. How to Claim SLA Credits</h2>
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<p class="text-body-1 mb-3">
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To request an SLA credit, follow these steps:
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</p>
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<VCard variant="outlined" class="mb-4">
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<VList lines="three">
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<VListItem>
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<template #prepend>
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<VAvatar color="primary" variant="tonal" size="36">
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<span class="text-body-2 font-weight-bold">1</span>
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</VAvatar>
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</template>
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<VListItemTitle class="font-weight-bold">Submit a Support Ticket</VListItemTitle>
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<VListItemSubtitle class="text-wrap">
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Open a support ticket through your account dashboard or email support@ezscale.cloud
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with the subject line "SLA Credit Request."
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</VListItemSubtitle>
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</VListItem>
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<VListItem>
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<template #prepend>
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<VAvatar color="primary" variant="tonal" size="36">
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<span class="text-body-2 font-weight-bold">2</span>
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</VAvatar>
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</template>
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<VListItemTitle class="font-weight-bold">Provide Details</VListItemTitle>
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<VListItemSubtitle class="text-wrap">
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Include your account ID, affected service(s), date and time of the downtime, duration,
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and a description of the impact.
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</VListItemSubtitle>
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</VListItem>
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<VListItem>
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<template #prepend>
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<VAvatar color="primary" variant="tonal" size="36">
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<span class="text-body-2 font-weight-bold">3</span>
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</VAvatar>
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</template>
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<VListItemTitle class="font-weight-bold">Timeframe</VListItemTitle>
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<VListItemSubtitle class="text-wrap">
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Credit requests must be submitted within 30 days of the incident. Requests submitted
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after 30 days will not be eligible for credits.
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</VListItemSubtitle>
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</VListItem>
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<VListItem>
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<template #prepend>
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<VAvatar color="primary" variant="tonal" size="36">
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<span class="text-body-2 font-weight-bold">4</span>
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</VAvatar>
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</template>
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<VListItemTitle class="font-weight-bold">Review and Issuance</VListItemTitle>
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<VListItemSubtitle class="text-wrap">
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We will review your request within 5 business days. If approved, the credit will be
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applied to your next billing cycle.
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</VListItemSubtitle>
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</VListItem>
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</VList>
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</VCard>
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</div>
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<!-- 7. Remedies -->
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<div id="remedies" class="mb-8">
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<h2 class="text-h5 font-weight-bold mb-4">7. Remedies</h2>
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<p class="text-body-1 mb-3">
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Service credits as described in this SLA are your sole and exclusive remedy for any failure
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by EZSCALE to meet the uptime guarantees. This SLA does not entitle you to any additional
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damages, refunds, or other remedies beyond the service credits described herein.
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</p>
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<p class="text-body-1">
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Nothing in this SLA limits or excludes liability that cannot be limited or excluded under
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applicable law.
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</p>
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</div>
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<!-- 8. Changes to This SLA -->
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<div id="changes" class="mb-8">
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<h2 class="text-h5 font-weight-bold mb-4">8. Changes to This SLA</h2>
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<p class="text-body-1">
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We may update this SLA from time to time. We will notify you of material changes by posting
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the updated SLA on our website and updating the "Effective Date." Changes will not apply
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retroactively. If we reduce our uptime guarantees, we will provide at least 30 days' advance
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notice. Your continued use of the Services after changes take effect constitutes acceptance
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of the revised SLA.
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</p>
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</div>
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<!-- 9. Contact Information -->
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<div id="contact">
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<h2 class="text-h5 font-weight-bold mb-4">9. Contact Information</h2>
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<p class="text-body-1 mb-3">
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If you have questions about this Service Level Agreement or need to submit a credit request, please contact us:
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</p>
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<VCard variant="tonal" class="mb-0">
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<VCardText>
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<div class="d-flex flex-column ga-2">
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<div class="d-flex align-center ga-2">
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<VIcon icon="tabler-building" size="20" class="text-medium-emphasis" />
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<span class="text-body-1">{{ companyName }}</span>
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</div>
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<div class="d-flex align-center ga-2">
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<VIcon icon="tabler-mail" size="20" class="text-medium-emphasis" />
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<a href="mailto:support@ezscale.cloud" class="text-body-1 text-primary text-decoration-none">support@ezscale.cloud</a>
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</div>
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<div class="d-flex align-center ga-2">
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<VIcon icon="tabler-world" size="20" class="text-medium-emphasis" />
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<a href="https://ezscale.cloud" class="text-body-1 text-primary text-decoration-none">ezscale.cloud</a>
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</div>
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</div>
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</VCardText>
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</VCard>
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</div>
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</VCardText>
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</VCard>
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</VCol>
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</VRow>
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</VContainer>
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</div>
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</template>
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