Service Level Agreement (SLA) for Hostinar.com
Effective Date: 01/01/2025
This Service Level Agreement (“SLA”) outlines the guaranteed performance levels, uptime commitments, and compensation policies for hosting services provided by Hostinar.com. By using our services, you agree to the terms of this SLA.
1. Scope of Agreement
This SLA applies to all hosting services offered by Hostinar.com unless explicitly stated otherwise. This SLA forms part of our Terms and Conditions and is subject to the same terms.
2. Service Availability
Hostinar.com guarantees 99.9% uptime for all hosting services per calendar month, excluding scheduled maintenance and circumstances outlined in Section 5 (Exclusions).
a. Uptime Calculation
Uptime is calculated as follows:
Where downtime refers to periods when the hosting service is unavailable due to issues within our control.
3. Scheduled Maintenance
To ensure optimal performance, Hostinar.com conducts scheduled maintenance:
- Notice: Customers will be notified at least 48 hours in advance of scheduled maintenance.
- Impact: Maintenance may result in temporary service interruptions, which are excluded from uptime calculations.
4. Compensation Policy
If the guaranteed uptime of 99.9% is not met, you may be eligible for compensation as described below:
a. Credit Structure
- Uptime Below 99.9% but Above 99.0%: 5% of the monthly hosting fee credited to your account.
- Uptime Below 99.0% but Above 95.0%: 10% of the monthly hosting fee credited to your account.
- Uptime Below 95.0%: 25% of the monthly hosting fee credited to your account.
b. Requesting Compensation
- Submit a written request to [Insert Contact Email] within 7 days of the downtime event.
- Include detailed information about the downtime, such as dates, times, and the impact on your services.
- Approved claims will result in credits applied to your account within 30 days.
c. Limitations
Credits are:
- Non-transferable.
- Limited to the monthly hosting fee.
- Not applicable if your account is past due or in violation of our Terms and Conditions.
5. Exclusions
This SLA does not apply to downtime caused by:
- Customer Actions: Misconfigurations, custom scripts, or applications.
- Third-Party Services: Issues with third-party plugins, software, or integrations.
- Force Majeure Events: Events beyond our control, including natural disasters, acts of war, or governmental actions.
- Scheduled Maintenance: As outlined in Section 3.
- Security Threats: DDoS attacks or other malicious activities.
6. Support Response Times
Hostinar.com offers 24/7 technical support. Response times for support requests are as follows:
- Critical Issues (Service Outage): Initial response within 30 minutes.
- High Priority (Degraded Performance): Initial response within 2 hours.
- Standard Issues (General Support): Initial response within 24 hours.
7. Termination of SLA
Hostinar.com reserves the right to modify or terminate this SLA with 30 days’ notice. Updates will be communicated via email and published on our website.
8. Contact Information
For SLA-related inquiries or claims, contact us at:
- Email: [email protected]
This SLA demonstrates our commitment to providing reliable hosting services. Thank you for choosing Hostinar.com!