SLA
Service Level Agreement (SLA)
1. COVERAGE.
This SLA applies exclusively to the following service interruptions:- Network availability: We guarantee 99% uptime for all network-related services. If network availability falls below this level for 30 consecutive minutes, the affected service is covered by this SLA.
- Control panel availability: We guarantee 99% uptime for the control panel. If the panel is unavailable for 60 consecutive minutes, the affected service is covered by this SLA. The distinction between network downtime and panel downtime applies when the server’s IP responds to ping but the panel cannot be accessed.
- Hardware availability: We guarantee that our physical hardware will be operational at all times for applicable services. If the hardware fails to meet this commitment for 10 consecutive minutes, the SLA will cover the affected service.
- Denial-of-service (DoS/DDoS) protection: We commit to mitigating any denial-of-service attack. If we fail to control the attack within 30 minutes, the SLA will apply to the affected service.
2. SLA LIMITATIONS.
The SLA does not apply under the following circumstances:- Scheduled maintenance: Scheduled maintenance tasks are announced in advance via email, social media, or on our website and are excluded from SLA coverage.
- Software failures: Issues arising from software bugs or failures are not covered by the SLA. This includes third-party software, plugins, and custom scripts.
- Customer-caused issues: Interruptions caused by the customer, such as installing unsupported files, modifications, or custom scripts, are excluded from SLA coverage.
- Resource overuse: The SLA does not cover interruptions due to overutilization of the resources allocated to the service.
- Force majeure and external events: Circumstances beyond our control, such as natural disasters, government actions, or any other force majeure events, are not covered by the SLA.
3. CLAIMS FOR SLA BREACH.
In the event of a breach, compensation will be offered under the following terms:- Downtime compensation: For every 12 hours of unplanned downtime, the customer will receive an additional two days of service.
- Claims procedure: To receive compensation, the customer must submit a claim via a support ticket from their account. Claims must be filed within seven days of the service interruption.
- Claims evaluation: All claims will be investigated and decided at Hostealo’s discretion. We reserve the right to reject claims deemed fraudulent or submitted for interruptions intentionally caused by the customer.
- Compensation exceptions: Claims related to scheduled downtime will be automatically denied. Hostealo also reserves the right to deny compensation if the customer is suspected of involvement in causing the DoS/DDoS attack.