Service Level Agreement (SLA)

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.
• 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.