Service Level Agreement

1. Uptime commitment

We guarantee 99.9% monthly uptime for shared hosting, cloud hosting, and VPS services. That's at most ~43 minutes of downtime per month.

2. What counts as downtime

Downtime means your service is unreachable due to a failure in our infrastructure — network, power, or hardware we manage. It does not include:

• Scheduled maintenance (announced 48 hours ahead)
• Issues caused by your code, apps, or configuration
• DNS problems outside our nameservers
• DDoS attacks beyond our mitigation capacity
• Force majeure events

3. Service credits

If we miss the 99.9% target in a month, you're eligible for credits:

Monthly uptime	Credit
99.0% – 99.9%	5% of monthly fee
95.0% – 99.0%	15% of monthly fee
Below 95.0%	30% of monthly fee

4. How to claim

Open a support ticket within 7 days of the month's end with the affected service and timeframe. We verify against our monitoring and apply credits to your account within 14 days.

5. Monitoring

We monitor all infrastructure 24/7 from multiple locations. Our status page shows live system health and incident history.

6. Support response times

Priority	Target response
Critical (service down)	1 hour
High (major feature broken)	4 hours
Normal	24 hours

7. Exclusions

Credits don't apply during free trials, to accounts past due, or for beta features marked as such.

8. Changes

We'll notify you 30 days before any SLA change. Continued use after the change means acceptance.