Service Level Agreement (SLA)

1. COVERAGE.

This SLA applies exclusively to the following service interruptions:

  1. 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 will be covered under this SLA.
  2. Control Panel Availability: We guarantee 99% uptime for the control panel. If the panel is unavailable for 60 consecutive minutes, the affected service will be covered under the SLA. The distinction between network and panel downtime applies when the server IP responds to pings but the panel cannot be accessed.
  3. 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.
  4. Protection Against Denial-of-Service (DoS/DDoS) Attacks: We commit to mitigating any denial-of-service attacks. 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:

  1. Scheduled Maintenance: Scheduled maintenance tasks are notified in advance via email, social media, or on our website and are excluded from SLA coverage.
  2. Software Failures: Issues caused by software errors or failures are not covered by the SLA. This includes third-party software, plugins, and custom scripts.
  3. Customer-Caused Issues: Interruptions caused by the customer, such as installing unsupported files, modifications, or custom scripts, are not covered by the SLA.
  4. Resource Overload: The SLA does not cover interruptions resulting from overuse of the resources assigned to the service.
  5. Force Majeure and External Events: Circumstances beyond our control, such as natural disasters, governmental 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 provided under the following terms:

  1. Downtime Compensation: For every 12 hours of unplanned downtime, the customer will receive two additional days of service.
  2. Claim Procedure: To receive compensation, the customer must submit a claim through a support ticket from their account. Claims must be submitted within seven days of the service interruption.
  3. Claim Evaluation: All claims will be investigated, and the outcome is at the discretion of Hostealo. We reserve the right to reject claims deemed fraudulent or caused intentionally by the customer.
  4. Compensation Exceptions: Claims related to scheduled downtime will be automatically denied. Hostealo also reserves the right to deny compensation if it is suspected that the customer was involved in causing the DoS/DDoS attack.

4. APPLICABILITY.

This SLA is valid only for direct Hostealo customers. It does not apply to resold or subcontracted services.