This Service Level Agreement ("SLA") sets out Hostease's availability commitment for hosting services and the service credits available if we fall short. It is incorporated by reference into the Hostease Terms of Service. Service credits issued under this SLA are your sole and exclusive remedy for any unavailability of the covered services.
1. Covered services
This SLA applies to the following Hostease products:
- Shared hosting (including reseller hosting)
- Virtual Private Servers (VPS)
- Dedicated servers
This SLA does not apply to free trials, beta services, domains, SSL certificates, business email, website design or other professional services, or to any third-party software running on your service.
2. Availability commitment
Hostease commits to 99.9% Server Availability measured on a calendar-month basis.
"Server Availability" means the percentage of total minutes in the calendar month during which the server hosting your service is reachable and responsive to HTTP/TCP requests, as measured from Hostease's monitoring infrastructure, and not subject to Excluded Unavailability (defined below). Server Availability is calculated as:
Server Availability = (Total Minutes − Unplanned Downtime Minutes) ÷ Total Minutes × 100%
Server Availability measures HTTP/TCP reachability from Hostease's monitoring points. It is not a guarantee that every network path between every visitor and your server is available at every moment, that any specific application installed on the server is functioning correctly, or that upstream transit connectivity to all destinations is available; those situations are governed by Section 4.
3. Service credits
If Server Availability for a calendar month falls below 99.9% for any reason other than Excluded Unavailability, you are eligible to claim a service credit equal to the pro-rated monthly fee for the affected service for the duration of the Unplanned Downtime, subject to the cap below.
Credit calculation: the credit equals (Unplanned Downtime Minutes ÷ Total Minutes in the calendar month) × monthly fee for the affected service.
- The maximum service credit in any calendar month is 100% of the monthly fee for the affected service.
- Service credits are applied to your Hostease account and may be used toward future invoices for any Hostease service. Credits are not refunded in cash and are not transferable. Credits expire 12 months after issuance; if you cancel all services before the credit is used, any unused balance will be applied to your final invoice.
- For services billed on a longer cycle (annual, biennial, etc.), the monthly fee is calculated as the total billed amount divided by the number of months in the term.
4. Excluded Unavailability
The following time periods do not count as Unplanned Downtime and are not eligible for service credits:
- Planned maintenance, where Hostease has provided at least 48 hours' advance notice by email or status page. Each notice will identify the affected services, the expected start and end times (UTC), and the expected scope of impact;
- Emergency maintenance reasonably required to protect the security or integrity of the network or other customers;
- Customer-caused issues, including but not limited to misconfiguration, exhausted disk or memory, application bugs, kernel panics caused by customer software, vulnerable scripts, deliberate or accidental shutdown, password loss, exceeding resource limits, or suspension under the Terms of Service or Acceptable Use Policy;
- Network issues outside the server, including ISP outages, route or peering issues, transit provider outages, and any issue not within Hostease's direct control of the server's HTTP/TCP reachability;
- Upstream data centre or facility events beyond Hostease's reasonable control, including power, cooling, fibre, and physical security events at the data centre, where the event could not reasonably have been avoided by Hostease through redundancy or operational controls within Hostease's responsibility;
- Denial-of-service or other attack traffic directed at the customer or the network, and mitigation actions taken in response (including null-routing);
- DNS propagation, third-party DNS providers, or registry / registrar outages;
- Acts beyond reasonable control, as described in the Force Majeure section of the Terms of Service;
- Suspension for non-payment or pending account verification.
5. Claim process
To request a service credit, you must submit a written claim to support@hostease.com within seven (7) calendar days after the end of the calendar month in which the Unplanned Downtime occurred. Claims received after the 7-day window are not eligible for credit.
The claim must include:
- Your Hostease account number and the affected service identifier (hostname or IP);
- The dates and times (UTC) when you observed unavailability;
- Independent evidence of unavailability — for example, third-party monitoring logs (UptimeRobot, Pingdom, StatusCake, etc.) or the timestamp of the first Hostease support ticket in which you reported the issue.
Downtime start time: Unplanned Downtime is measured from the earliest of (a) the timestamp of your first Hostease support ticket reporting the issue, (b) the time recorded by independent third-party monitoring (such as UptimeRobot, Pingdom, or StatusCake), subject to Hostease's reasonable verification, or (c) the time at which Hostease monitoring independently detected the issue. Unavailability reported only after the fact, without contemporaneous evidence, is not eligible for credit.
Hostease will respond to credit claims within ten (10) business days. If a claim is approved, the credit will be applied to your account on the next invoice cycle.
Dispute and review: if Hostease denies a credit claim in whole or in part, you may request a review within fourteen (14) calendar days of the denial. The review request should include any additional evidence you wish Hostease to consider. Hostease will reconsider the claim, including any internal monitoring logs relevant to the period in question, and respond in writing within ten (10) business days of the review request.
6. Conditions on eligibility
To be eligible for a service credit under this SLA, you must:
- Have an account in good standing, with no overdue invoices;
- Not be in breach of the Terms of Service or Acceptable Use Policy at the time of the incident;
- Not have caused or contributed to the Unplanned Downtime; and
- Submit the claim within the 7-day window described in Section 5.
7. Sole remedy
Subject to the carve-outs below, the service credits described in this SLA are your sole and exclusive remedy for any unavailability of the covered services and for any failure by Hostease to meet the availability commitment. Service credits are not a refund, are not paid in cash, and do not give rise to any further claim or liability. Nothing in this SLA limits Hostease's right to terminate service for cause or for non-payment.
Carve-outs. This "sole remedy" limitation does not apply to, and does not limit, Hostease's liability for: (a) fraud or fraudulent misrepresentation; (b) wilful misconduct; (c) gross negligence; (d) any liability that cannot be excluded or limited under applicable mandatory law (including non-waivable consumer-protection rights).
8. Changes to this SLA
Hostease may update this SLA from time to time. Material changes will be announced by email and on the Hostease website at least thirty (30) days before taking effect. Claims for incidents occurring before the effective date of a change are governed by the version of the SLA in effect at the time of the incident.
9. Contact
SLA claims and technical support:
support@hostease.com
Hostease LLC (Delaware, USA)