Last Updated: 6th September 2025
This SLA defines the service commitments for Hostolute hosting plans.
1. Uptime Guarantee
Hostolute guarantees 99.9% uptime per calendar month, excluding scheduled maintenance.
Uptime is measured at the network and server availability level.
2. Credits for Downtime
- 99.0% – 99.9% uptime: 5% credit of monthly equivalent fee
- 95.0% – 99.0% uptime: 10% credit
- Below 95% uptime: 20% credit
Credits are applied to future invoices and do not constitute refunds.
Customers may request service credits if uptime falls below 99.9%.
3. Support Commitments
- WhatsApp support is available 24/7 for urgent issues for Premium hosting plans.
- Email support is available for Standard hosting plans.
- Non-urgent issues are addressed within 24 hours.
4. Exclusions
This SLA does not apply to:
- Customer errors, coding issues, or third-party applications.
- Force majeure events (natural disasters, internet backbone outages, etc.).
- Suspension due to overdue payments or ToS violations.