Service Level Agreement

As we've proudly mentioned numerous times, we offer a 99.9% uptime guarantee to you. Our uptime is consistently high and we are proud of this, and so are confident to set a high uptime guarantee. Of course, in exceptional circumstances it may not always be possible to meet this uptime guarantee. Hence if in any calendar month our downtime is below 99.9%, you may request a refund via the below criteria.

As long as your account is in good standing, you may contact our billing department (via our support section) within 7 days of the downtime (quoting the ticket ID/announcement) regarding this downtime and a credit will be issued based on your monthly hosting cost and the amount of downtime experienced:

  • Uptime below 99.9% but above 99.5%: 25% credit
  • Uptime below 99.5% but above 99.0%: 50% credit
  • Uptime below 99.0%: 100% credit

The downtime experienced will be rounded up - meaning (for example) if uptime is 99.5%, you would be eligile for a 50% credit instead of a 25%.

This SLA does not apply in the following circumstances:

  • Planned Maintenance (i.e. when customers are told beforehand that there will be downtime due to a maintenance)
  • Acts of Force Majeure
  • Interruption of service (for an individual customer) due to unpaid bills/invoices, violations of the Terms Of Service, etc.

Devoted Hosting will follow this SLA as best as possible, although Devoted Hosting will be the sole determinant of when an account is in "good standing" and also of the exact amount of downtime which was experienced.


x If you have any questions, please feel free to contact us via our helpdesk.