This SLA is in addition to Rules of provision of services and Public offer. Its purpose is to transparently describe the procedure for confirming downtime and considering compensation without making promises that cannot be honestly applied to every technical situation.
Scope of the SLA
The SLA applies to active and paid virtual hosting, WordPress hosting, reseller and VPS services if the unavailability is caused by the infrastructure for which the Provider is responsible.
The SLA does not apply to domain names, SSL certificates, licenses, dedicated IP addresses as a separate service, physical or leased servers, migration, setup and other one-time work, unless otherwise expressly agreed in the order.
What does service availability mean?
The Service is considered available when the Provider's server environment accepts connections and can process requests within the functions of the relevant plan. Failure of a single site, application, plugin, DNS record or mailbox does not automatically mean that the entire service is unavailable.
If a separate guaranteed availability indicator is set for a specific plan or individual order, this special condition applies. In the absence of a separate written guarantee, this SLA defines the procedure for handling incidents and compensation, but does not establish an unconditional percentage of availability.
How downtime is measured
The period of unavailability is counted from the moment when the incident is recorded by our monitoring systems or confirmed by support, until the moment when the relevant function is restored. Server logs, external monitoring, network equipment data and other technical information are taken into account for the calculation.
If you need to determine the percentage of availability for a billing month, it is calculated as the ratio of service uptime to the total time of the month after excluding the events listed in this SLA.
Monitoring and response to incidents
We monitor the state of key servers and network services. After detecting an incident, specialists determine the cause, limit the impact, resume work and, when appropriate, notify customers via the website, customer panel, email or ticket system.
The time for complete resolution depends on the nature of the fault, the availability of spare equipment, the need for data recovery, and the involvement of the data center or other supplier.
Planned and emergency works
Scheduled work that has been notified in advance is not counted as compensated time off. We try to perform them in periods of the least load and shorten the duration of the break.
Emergency work may be carried out without prior notice if the delay poses a risk to security, data or infrastructure stability.
Cases that are not considered downtime due to the Supplier's fault
- errors in the code, CMS, plugins, database or client settings;
- exceeding plan limits, blocking due to non-payment or violation of rules;
- incorrect DNS records, domain expiration or problems with a third-party registrar;
- unavailability of the network or service outside the controlled infrastructure of the Provider;
- DDoS attacks, malicious activity and necessary security restrictions;
- planned and emergency works, force majeure, actions of authorities or data center;
- the customer's refusal to provide access or perform agreed actions necessary for diagnosis.
After a major incident, we can provide voluntary compensation even when the event is formally excluded.
Form and amount of compensation
If the confirmed long layoff was caused by the Provider's fault and significantly affected the use of the service, compensation is provided in the form of a free extension of the corresponding service for one month.
In case of a particularly long or large-scale incident, the extension period may be extended after individual consideration. Compensation is not paid in cash, is not transferred to third-party services, and cannot exceed the limits expressly agreed by the parties or established by law.
How to submit a claim for compensation
The request must be submitted via ticket system within 30 calendar days after the end of the incident. The request should indicate the service or domain, the approximate time of the beginning and end of the problem and its manifestation.
We review the monitoring, logs and circumstances of the incident and report the result via a ticket. Absence of an application within the specified period may be grounds for refusal of compensation.
Limits of liability
The compensation under this SLA is a special way of dealing with confirmed unavailability and does not cover indirect damages, lost profits, reputational losses or the consequences of not having your own backup copy, unless otherwise provided by mandatory legal provisions.
The customer is responsible for the backup of critical data, the security of its own software and the relevance of contacts for receiving messages.
SLA changes and appeals
We may update the SLA for future service periods. Significant changes are published on the website or communicated through the client panel or contact email.
Questions about availability and compensation can be sent through the ticket system or at Write Email.