Service Level Agreement

This Service Level Agreement (“SLA”) describes our availability commitments for covered Services and the Service Credits that may apply if we fail to meet them. This SLA is incorporated into the Terms of Service. Service Credits are your sole and exclusive remedy for covered downtime, except where Applicable Law requires additional remedies for Consumers.

1. Covered Services

Unless your order form states otherwise, this SLA covers:

• Shared hosting plans
• Application hosting plans (e.g., Node.js/Laravel stacks) where delivered on our managed platform
• Managed WordPress/WooCommerce hosting plans

Self-managed VPS and dedicated servers are generally excluded from this SLA except for underlying network availability within our control. If your VPS/dedicated plan includes a separate enterprise SLA, that SLA controls.

2. Availability Commitment

We target 99.9% monthly uptime for covered Services (“Uptime Commitment”). “Uptime” is calculated as the percentage of total minutes in a calendar month during which the covered Service is available for HTTP/HTTPS requests from the public internet, excluding the Exclusions below.

3. Exclusions

The following do not count as downtime for SLA purposes:

• Scheduled maintenance announced in advance (where reasonably practicable).
• Force majeure events outside our reasonable control (e.g., large-scale internet outages, upstream fiber cuts, war, natural disasters).
• DDoS attacks and similar events, unless primarily caused by our failure to implement reasonable mitigation.
• Issues caused by Customer Content, code, configuration, or third-party services (DNS provider, payment gateways, external APIs).
• Suspension due to AUP violations, fraud, or non-payment.

4. Service Credits

If we fail to meet the Uptime Commitment in a given month, eligible customers may request Service Credits as follows:

Service Credits are applied as a credit to future invoices for the same Service. They are not cash and have no exchange value.

5. How to Request Credits

To request a Service Credit, submit a ticket via the client portal within 7 days after the end of the month in which the downtime occurred. Include your domain/service identifier and timestamps. If you do not request within this period, you waive the credit for that month.

6. Planned Maintenance

We may schedule maintenance. Where possible, we will provide advance notice. Emergency maintenance may be performed without notice to address urgent security risks or prevent imminent service disruption.

7. Changes

We may update this SLA. Updates apply prospectively and will be posted with a new effective date.

8. Service Activation (Provisioning) Time

Provisioning and activation are separate from uptime. For newly paid orders, we aim to activate services within 48 hours after payment confirmation and completion of any required verification. If we fail to activate within 48 hours due to reasons within our control, you may request cancellation and a refund of the initial hosting fees paid for that order (domain fees excluded). Activation timing may be affected by fraud prevention holds, identity/business verification, upstream provider or registry delays, force majeure, or maintenance.