Service Level Agreement

1.Our commitment

99.9% monthly uptime translates to a maximum of ~43 minutes 49 seconds of unscheduled downtime in a 30-day month.

2.How we measure uptime

• We measure at our network edge using external monitoring against the public IP of the shared server hosting your account.
• An incident is counted from the timestamp the monitor records the server unreachable to the timestamp it's reachable again.
• The monthly uptime percentage is: (total minutes in month − unscheduled downtime minutes) ÷ total minutes in month.
• Issues that affect only your specific website — bad PHP code, exhausted CloudLinux limits, a corrupted database, a deleted file — are not counted as server-side downtime.

3.Exclusions

The following don't count toward downtime:

• Scheduled maintenance, announced at least 48 hours in advance, capped at 4 hours per calendar month.
• Emergency security patches — rare, but sometimes vendors release a patch that needs immediate application.
• Force majeure — natural disasters, war, government action, unavailability of public utilities, internet backbone outages outside the control of our datacenter or upstream.
• Customer-caused issues — your DNS pointing elsewhere, your domain expiring, your own application crashing, exceeding your plan's CloudLinux limits, suspension for AUP or non-payment.
• DDoS attacks targeting your account, where the attack saturates the shared server's available capacity. We mitigate where we can, but won't issue credit for downtime caused by a third party attacking you specifically.
• Beta or preview features we may offer (clearly labelled as such).

4.Service credits

If we miss the 99.9% target in a calendar month, you can claim a credit toward your next renewal:

Credits are calculated against the pro-rated monthly portion of your annual hosting fee for the affected service. The maximum credit in any one month is 100% of that month's pro-rata fee. Credits are applied to your next invoice; we don't refund them in cash.

5.How to claim

1. Email [email protected] within 14 days of the month in which the downtime occurred.
2. Include: the affected service ID or domain, the dates & times of the downtime as you observed them, and any external monitoring evidence (e.g. UptimeRobot screenshots).

We compare against our own monitoring records and respond within 10 working days with the credit calculation. Credits are applied automatically once approved — you don't need to chase.

6.Scope & limitations

• This SLA covers shared hosting only. Domain registration and third-party SSL certificates are governed by the registrars' / certificate authorities' own terms.
• SLA credits are the sole and exclusive remedy for any failure to meet the uptime targets in this document. They aren't a measure of damages, and don't prevent you from cancelling under the Refund Policy.
• Beyond credits, our total liability remains limited per §9 of the Terms of Service.
• An account in arrears, suspended, or in breach of the AUP is not eligible for credits during the period of breach / suspension.

7.Status & transparency

We're working on a public status page that will show real-time and historical uptime for each shared server. Until that's live, we'll post incident notes by email and on the client-area dashboard, and you can use any external monitor (UptimeRobot, Pingdom, etc.) to track your site independently.

If you ever feel the SLA isn't being applied fairly, escalate to [email protected] with the subject SLA escalation. We'd rather lose a few hours arguing than lose your trust.