Service Level Agreement

Effective Date:  30/06/2025

1. Purpose

This Service Level Agreement ("SLA") describes the standard level of service that customers ("you," "Client") can expect from Hostisia Web Services Ltd. ("Hostisia," "we," "us," "our"). This SLA forms part of the overall Terms & Conditions and applies to all eligible hosting services provided by Hostisia Web Services Ltd.

2. Service Commitment

Hostisia Web Services Ltd. is committed to providing a reliable, high-availability web hosting environment. We strive to maintain the following levels of uptime and service quality:

• Network Uptime Guarantee: 99.9% per calendar month, excluding scheduled maintenance and events outside our reasonable control.

• Power Uptime Guarantee: 99.9% per calendar month (for data center power availability).

3. Service Availability

3.1 Network Uptime

We guarantee that our core network will be available 99.9% of the time in any given calendar month, except for periods of scheduled maintenance, emergency maintenance, or force majeure events (e.g., natural disasters, acts of government, etc.).

3.2 Scheduled Maintenance

We will provide at least 24 hours' notice for scheduled maintenance expected to affect service availability. Scheduled maintenance is not counted as downtime for SLA purposes.

3.3 Unscheduled Maintenance

We reserve the right to perform unscheduled maintenance when necessary to maintain service integrity or security. We will make reasonable efforts to notify customers in advance whenever possible.

4. SLA Exclusions

This SLA does not apply to service interruptions caused by:

• Customer's actions, misuse, or configuration errors

• Software, scripts, or applications installed by the customer

• Internet issues outside Hostisia’s network

• Third-party attacks (e.g., DDoS), unless otherwise covered by a specific mitigation service

• Force majeure events

• Scheduled or emergency maintenance

5. SLA Credits

5.1 Eligibility

If the actual network uptime falls below the guaranteed level, affected customers may request a service credit. To qualify, customers must:

• Submit a claim within 7 days of the incident

• Have an account in good standing (no overdue invoices)

• Provide relevant details and evidence (e.g., support ticket, downtime logs)

5.2 Credit Calculation

• Network Uptime < 99.9% but ≥ 99.0%: 5% credit of the monthly hosting fee

• Network Uptime < 99.0%: 10% credit of the monthly hosting fee

Credits are issued as account balance (not cash refunds) and may be used for future service renewals.

5.3 Limitations

The total SLA credit for any month shall not exceed the monthly fee for the affected service.

6. Support

Hostisia provides customer support via email/support ticket/live chat during business hours and monitors hosting infrastructure 24/7.

7. Reporting & Claims

To claim an SLA credit, please contact our support team with the following information:

• Affected service/domain name

• Description of the incident

• Dates and times of downtime (with logs if possible)

Claims will be reviewed and processed within 10 business days.

8. Amendments

Hostisia Web Services Ltd. reserves the right to modify this SLA at any time. We will notify customers of significant changes via email or our website.

9. Contact

For SLA questions or claims, contact us at:

Email: info@hostisia.com