Web Hosting Service Level Policy

This Service Level Policy applies when an accepted HYPERHOSTGATE Order expressly incorporates it and states a service-level commitment. The Order must identify the covered Service, availability percentage or other objective, measurement point, measurement period, and applicable credit schedule.

A binding SLA schedule should state:

• the specific production service and region covered;
• the monthly or other measurement period;
• the point from which availability is measured;
• the committed availability or response target;
• the events excluded from calculation;
• the service-credit tiers and maximum credit; and
• whether credits are automatic or require a request.

A commitment applies only after activation and while the account is current. Development, beta, free, trial, or customer-managed components are excluded unless the Order expressly includes them.

Unless a covered Order defines a different method, monthly availability is calculated as:

(total minutes in the measurement period − counted unavailable minutes) ÷ total minutes in the measurement period × 100

A minute is unavailable only when the covered production Service is unable to serve valid requests at the agreed measurement point because of a condition within HYPERHOSTGATE’s control. Partial degradation, packet loss, latency, and support response time count only if the Order defines a threshold for them.

We use relevant monitoring, incident, configuration, and network records to evaluate an event. Customer evidence is welcome and will be considered, but a local connectivity problem by itself does not establish platform unavailability.

Unless an Order says otherwise, counted downtime excludes:

• scheduled maintenance and notified emergency maintenance;
• customer code, configuration, credentials, DNS, traffic, or instructions;
• customer-selected software, third-party integrations, or upstream services outside our control;
• internet conditions outside the covered network measurement point;
• attacks or abuse exceeding the protection or capacity stated in the Order;
• suspension permitted by the Terms or Acceptable Use Policy;
• free, beta, preview, or unsupported features;
• force-majeure events that reasonable measures could not prevent; and
• a customer’s failure to follow documented failover or remediation instructions.

Exclusions are interpreted reasonably and do not excuse a failure that our own breach materially caused.

We aim to schedule disruptive maintenance during lower-impact windows and provide advance notice through the contact method or status channel stated in the Order. Notice periods and maintenance windows are binding only when stated there.

We may perform emergency maintenance without the normal notice when reasonably necessary to address an active threat, prevent wider failure, or comply with law. We will communicate material impact as soon as reasonably possible.

When a covered commitment is missed, the applicable Order determines the percentage of the affected recurring fee credited to the customer’s account. Credits apply only to the affected Service and measurement period, cannot exceed the maximum stated in the Order, and do not include taxes, usage, third-party charges, or professional services.

Unless mandatory law or the Order says otherwise, a service credit is the sole contractual remedy for missing the covered service level. It is separate from the promotional and statutory rights described in our Billing, Cancellation & Refund Policy.

Unless the Order promises automatic credits, send a request within 30 days after the end of the affected measurement period. Include:

• the customer, account, and Order reference;
• the covered Service and region;
• the start and end time, including time zone;
• a description of the failure and relevant logs or request IDs; and
• the contact authorized to discuss the Service.

We will compare the request with available records and explain the determination. A request may be denied if the event is not covered, required information is not provided after a reasonable follow-up, or the account was not current during the event.

To receive an SLA credit, you must use the covered Service in a supported configuration, follow reasonable incident instructions, and not cause or prolong the event. You are responsible for application health, capacity planning outside committed resources, end-user monitoring, credentials, and backups unless the Order expressly assigns a task to us.

Website maps, counters, latency pills, animations, and regional labels may be illustrative and are not a real-time status feed unless explicitly identified as one with a data source and timestamp. Do not rely on them for incident response or an SLA claim.

Where a customer receives a dedicated status channel or monitoring endpoint, its scope and role in SLA measurement will be stated in the Order or support documentation.