Service Level Agreement (SLA)
Hostvalo offers a 99.9% Uptime Guarantee. This means your web server is guaranteed to be operational 99.9% of the time during any calendar month. Our guarantee allows for up to 45 minutes of unscheduled (HTTP) service outage per month.
For each additional 45 minutes of downtime beyond this, you are eligible to receive a 10% credit or refund. Refunds are capped at the cost of one month’s hosting service fees, and do not include excess usage fees or other nonstandard recurring charges.
Uptime Credit Breakdown
| Monthly Uptime | Credit Percentage | Equivalent Days |
|---|---|---|
| 99.9% – 100% | 0% | 0 days |
| 99.7% – 99.8% | 10% | 3 days |
| 99.5% – 99.6% | 25% | 8 days |
| 99.3% – 99.4% | 50% | 15 days |
| 99.0% – 99.2% | 75% | 23 days |
| Below 98.9% | 100% | 1 month |
Exclusions
Hostvalo is not responsible for outages resulting from:
- Non-Hostvalo operated equipment (e.g., Internet NAP failures, upstream network issues).
- Domain registration or transfer delays caused by InterNIC.
- Malfunctioning customer scripts or installed applications.
- Unusual traffic spikes or DDoS (Denial of Service) attacks.
- Unscheduled outages specific to individual websites.
Hybrid services, colocation, cloud servers, dedicated servers, and VPS (virtual private services) under a bare metal environment do not qualify for this uptime guarantee.
Requesting a Refund
Refunds or credits must be requested by the customer and will be granted upon verification that a service outage, as defined by this SLA, occurred. Requests must be submitted to our Billing Department either:
- By the last day of the current month for that month, or
- Within the first week of the following month for the previous month.