Scope
This SLA applies only to eligible paid hosting services that include an uptime commitment in the order, service description, or signed agreement. Domain registrations, third-party software, support tools, beta features, and external providers may be excluded unless stated otherwise.
Availability
Availability is measured from our monitoring systems and applies to the core hosting service, not to customer code, DNS providers outside our control, third-party networks, registrar outages, customer-side connectivity, or scheduled maintenance.
Maintenance
We may perform scheduled or emergency maintenance to protect reliability, security, and performance. Scheduled maintenance, emergency security work, and customer-requested changes are excluded from service credit calculations unless a written agreement states otherwise.
Service Credits
If an eligible service misses its stated uptime commitment, your sole remedy is a service credit applied to future invoices. Credits are not cash refunds and cannot exceed the monthly recurring charge for the affected service during the relevant billing period.
Request Process
To request a credit, open a support ticket within the request period stated for the affected service. Include the service, timeframe, observed impact, and relevant logs or screenshots. We review monitoring data, written service terms, and account status before deciding eligibility.
Exclusions
Credits do not apply to outages caused by unpaid invoices, abuse, policy violations, customer misconfiguration, compromised scripts, resource exhaustion from customer workloads, force majeure events, third-party platforms, or actions outside our reasonable control.
