Service Level Agreement (SLA)
Last updated: September 18, 2026
1. Overview
This Service Level Agreement ("SLA") is a policy governing the use of HostingOne services under the terms of the HostingOne Terms of Service between HostingOne and users of our services. This SLA applies separately to each account using HostingOne.
2. Uptime Guarantee
We guarantee that our network, data center infrastructure, and servers will be available 99.9% of the time in any given billing month, excluding scheduled maintenance.
3. SLA Credits
If we fail to meet our 99.9% uptime guarantee, you will be eligible to receive a credit on your next billing cycle, calculated as a percentage of your monthly fee for the affected service:
- 99.0% to 99.89% uptime: 5% credit
- 95.0% to 98.99% uptime: 10% credit
- Less than 95.0% uptime: 25% credit
The maximum total credit for any given month shall not exceed 25% of the monthly fee for the affected service. Credits are applied to future billing cycles and are not refundable in cash.
4. Exclusions
The uptime guarantee does not apply to any performance or availability issues:
- Resulting from scheduled maintenance, emergency maintenance, or hardware replacement.
- Caused by factors outside of our reasonable control, including force majeure events, internet access, or related problems beyond the demarcation point of our network.
- Resulting from any actions or inactions of you or any third party.
- Resulting from your equipment, software, or other technology.
- Arising from our suspension or termination of your right to use our services in accordance with our Terms of Service.
5. Claim Process
To receive a credit, you must submit a claim by opening a support ticket within 7 days of the end of the billing month in which the downtime occurred. The ticket must include:
- Your account information and the affected service.
- Dates, times, and durations of each downtime incident you are claiming.
- Any logs or documentation corroborating your claimed outage.
We will evaluate your claim using our internal monitoring systems and make a determination in good faith. If the claim is approved, the credit will be applied to your next invoice.