Service Level Agreement
Last updated: 2/3/2026
Service Level Agreement (SLA)
Effective Date: January 2026
This Service Level Agreement ("SLA") describes the service levels, uptime guarantees, and support commitments we provide to our customers.
1. Uptime Guarantee
1.1 Network Uptime
We guarantee 99.99% network uptime for our core network infrastructure, including:
1.2 Server Uptime by Service Type
| Service Type | Uptime Guarantee |
|--------------|-----------------|
| Shared Hosting | 99.9% |
| Business Hosting | 99.95% |
| VPS Hosting | 99.95% |
| Dedicated Servers | 99.99% |
| Cloud Hosting | 99.99% |
1.3 Uptime Calculation
Uptime percentage is calculated monthly using the following formula:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
2. Service Credits
2.1 Credit Schedule
If we fail to meet our uptime guarantee, you are eligible for service credits:
| Monthly Uptime | Service Credit |
|----------------|---------------|
| 99.0% - 99.9% | 10% of monthly fee |
| 98.0% - 99.0% | 25% of monthly fee |
| 95.0% - 98.0% | 50% of monthly fee |
| 90.0% - 95.0% | 75% of monthly fee |
| Below 90.0% | 100% of monthly fee |
2.2 Maximum Credits
Service credits shall not exceed 100% of the monthly service fee for the affected service. Credits are applied to future invoices and are not redeemable for cash.
2.3 Credit Request Process
3. Exclusions
The following are NOT covered by this SLA and do not count toward downtime:
3.1 Scheduled Maintenance
3.2 Customer-Caused Issues
3.3 External Factors
3.4 Specific Service Exclusions
4. Support Response Times
4.1 Support Channels
| Channel | Availability | Best For |
|---------|-------------|----------|
| Live Chat | 24/7 | Quick questions |
| Support Tickets | 24/7 | Technical issues |
| Phone Support | Business hours | Urgent matters |
| Email | 24/7 | General inquiries |
4.2 Response Time Guarantees
Priority Levels:
| Priority | Description | Initial Response | Resolution Target |
|----------|-------------|-----------------|-------------------|
| Critical (P1) | Service completely down | 15 minutes | 4 hours |
| High (P2) | Major functionality impaired | 1 hour | 8 hours |
| Medium (P3) | Minor functionality affected | 4 hours | 24 hours |
| Low (P4) | General questions/requests | 24 hours | 72 hours |
4.3 Priority Definitions
Critical (P1):
High (P2):
Medium (P3):
Low (P4):
5. Data Center Standards
5.1 Physical Security
5.2 Environmental Controls
5.3 Power Infrastructure
5.4 Network Infrastructure
6. Backup Services
6.1 Shared Hosting Backups
6.2 VPS/Dedicated Backups
6.3 Backup Disclaimer
While we perform backups, customers are strongly encouraged to maintain their own backup copies. We are not liable for data loss beyond the service credits outlined in this SLA.
7. Hardware Replacement
7.1 Dedicated Servers
7.2 Hardware SLA
| Component | Replacement Time |
|-----------|-----------------|
| Hard Drive/SSD | 4 hours |
| RAM | 4 hours |
| Power Supply | 2 hours |
| Network Card | 2 hours |
| Motherboard | 24 hours |
8. DNS Services
8.1 DNS Uptime
Our managed DNS service guarantees 100% uptime with:
8.2 DNS Propagation
DNS changes typically propagate within:
9. Monitoring and Reporting
9.1 Service Monitoring
9.2 Status Page
Our status page (status.yourdomain.com) provides:
10. SLA Modifications
We reserve the right to modify this SLA with 30 days notice. Changes will be posted on our website and communicated via email to active customers.
11. Contact Information
Technical Support:
SLA Claims:
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*This Service Level Agreement was last updated in January 2026.*