Service Level Agreement (SLA)
Last updated: December 2024
This Service Level Agreement ("SLA") describes the service levels and guarantees provided by HOSTEX LLC ("Hostex") for our hosting services.
1. Uptime Guarantee
1.1 Network Uptime
Hostex guarantees 99.9% network uptime for all hosting services. Network uptime refers to the availability of our network infrastructure and connectivity.
1.2 Server Uptime
| Service Type | Uptime Guarantee |
|---|---|
| Shared Hosting | 99.9% |
| VPS Hosting | 99.95% |
| Container Hosting | 99.95% |
2. Uptime Calculation
Uptime percentage is calculated monthly using the following formula:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
2.1 Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance (with at least 24 hours notice)
- Emergency maintenance for security updates
- Issues caused by customer actions or configurations
- Force majeure events
- Third-party service outages
- DDoS attacks (mitigation in progress)
3. Service Credits
If we fail to meet our uptime guarantees, you may be eligible for service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| 90.0% - 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
3.1 Credit Request Process
To request service credits:
- Submit a ticket within 30 days of the incident
- Include the affected service and timeframe
- Our team will verify the downtime
- Credits will be applied to your next billing cycle
3.2 Credit Limitations
- Maximum credit per month: 100% of monthly service fee
- Credits cannot be exchanged for cash
- Credits apply only to the affected service
4. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service completely unavailable | 15 minutes |
| High | Major functionality impaired | 1 hour |
| Medium | Minor functionality issues | 4 hours |
| Low | General questions, requests | 24 hours |
5. Maintenance Windows
Scheduled maintenance is typically performed during low-traffic periods:
- Standard Maintenance: Tuesdays and Thursdays, 2:00 AM - 6:00 AM MST
- Notice Period: Minimum 24 hours for scheduled maintenance
- Emergency Maintenance: May occur without notice for critical security updates
6. Data Backup
- Shared Hosting: Daily backups, 7-day retention
- VPS Hosting: Weekly snapshots (customer-initiated additional backups available)
- Container Hosting: Persistent volume snapshots available
Customers are responsible for maintaining their own backups. Hostex backups are for disaster recovery purposes only.
7. Hardware Replacement
In the event of hardware failure:
- Detection: Continuous monitoring for hardware issues
- Replacement: Within 4 hours for standard components
- Data Recovery: From most recent backup if disk failure occurs
8. Contact Information
For SLA-related inquiries or to report downtime:
HOSTEX LLCEmail: sla@hostex.co
Support: support@hostex.co