Service Level Agreement
Our uptime commitment, support response guarantees and service credit policy. Every HostGuru plan is backed by a 99.9% monthly uptime SLA.
Service Level Agreement (SLA)
This SLA defines the uptime guarantees, support response times and compensation procedures for HostGuru hosting services. This SLA is incorporated by reference into our Terms of Service.
Contents
1 Uptime Guarantee
HostGuru guarantees 99.9% monthly network uptime for all shared hosting, VPS and dedicated server plans. This equates to a maximum of approximately 43.8 minutes of unplanned downtime per month.
If we fail to meet the 99.9% uptime commitment in any calendar month, you are entitled to a service credit as described in Section 4.
2 How Uptime Is Measured
Uptime is calculated on a monthly basis as follows:
- External monitoring probes from multiple geographic locations check HTTP/HTTPS response every 60 seconds.
- Downtime is recorded when two or more consecutive checks fail to receive a valid response.
- Uptime % = ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100.
3 Scheduled Maintenance
Scheduled maintenance windows are excluded from uptime calculations. We will provide at least 24 hours notice for routine maintenance. Emergency maintenance required to protect network integrity or security may be performed with shorter notice. Maintenance is typically scheduled between 02:00–05:00 EAT on weekdays.
4 Service Credits
If monthly uptime falls below our guarantee, you are entitled to a credit applied to your next invoice:
- 99.0% – 99.89% — 10% credit of that month’s hosting fee.
- 95.0% – 98.99% — 25% credit of that month’s hosting fee.
- Below 95% — 50% credit of that month’s hosting fee.
Credits are applied as account balance and are not redeemable for cash. Maximum credit per month is 50% of the monthly fee for the affected service.
5 Support Response Times
- Critical (site down, data loss): initial response within 1 hour, resolution target 4 hours.
- High (major feature unavailable): initial response within 4 hours, resolution target 24 hours.
- Medium (degraded performance): initial response within 8 hours, resolution target 72 hours.
- Low (general enquiries): initial response within 24 hours.
Response times apply during business hours (08:00–18:00 EAT, Monday–Friday) for standard plans. 24/7 priority support is available on Business and Enterprise plans.
6 Exclusions
The following are excluded from uptime calculations and do not qualify for service credits:
- Downtime caused by your own software, configurations or actions.
- Scheduled maintenance windows notified in advance.
- Force majeure events: natural disasters, government actions, fibre cuts beyond our control.
- DDoS attacks targeting your specific service.
- Domain DNS propagation delays.
- Third-party service outages (CDN, email providers, payment gateways).
7 Claiming Credits
To claim a service credit, submit a support ticket within 30 days of the incident with the date, time and duration of the outage. We will review our monitoring logs and, if the claim is valid, apply the credit to your account within 7 business days of approval.
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