Table of Contents
1. Uptime Guarantee
Hosting Sloth guarantees 99.9% network and server uptime for all paid hosting services, measured on a monthly basis. This means we allow for a maximum of approximately 43 minutes of unplanned downtime per month.
2. How We Measure Uptime
Uptime is defined as the percentage of time our hosting infrastructure (web servers, email servers, database servers, and DNS servers) is available and responsive during a calendar month. Uptime is calculated as:
We use multiple independent external monitoring systems to measure service availability from various geographic locations. Monitoring checks occur at 60-second intervals.
3. Service Credits
If we fail to meet our 99.9% uptime guarantee in any calendar month, affected customers are eligible for service credits as follows:
- 99.0% – 99.9% uptime (44 min – 7.3 hrs downtime): 10% credit of monthly fee
- 98.0% – 99.0% uptime (7.3 – 14.6 hrs downtime): 25% credit of monthly fee
- 95.0% – 98.0% uptime (14.6 hrs – 1.5 days downtime): 50% credit of monthly fee
- Below 95.0% uptime (more than 1.5 days downtime): 100% credit of monthly fee
Service credits are applied to your next billing cycle. Credits do not exceed 100% of the monthly fee for the affected service and are not redeemable for cash.
4. Exclusions
The uptime guarantee does not cover downtime caused by:
- Scheduled maintenance (communicated at least 48 hours in advance)
- Actions or inactions of the customer (e.g., misconfigured scripts, resource abuse)
- Force majeure events (natural disasters, war, acts of government, pandemics)
- DNS propagation delays outside our control
- Third-party service failures (e.g., upstream network providers, domain registries)
- DDoS attacks or other malicious activity directed at the customer's resources
- Customer's failure to follow recommended security practices
5. Requesting Credits
To request a service credit, contact our support team at admin@hostingsloth.com within 30 days of the downtime event. Include the following in your request:
- Your account email address or customer ID
- The date(s) and approximate time(s) of the downtime
- A brief description of how the downtime affected your services
We will review your claim against our monitoring data and respond within 5 business days. If the claim is verified, the credit will be applied to your next invoice.
6. Support Response Times
We aim to provide timely support based on the severity of the issue:
- Critical (complete service outage): Initial response within 1 hour, 24/7
- High (significant degradation): Initial response within 4 hours during business hours
- Medium (partial issue, workaround available): Initial response within 8 hours during business hours
- Low (general questions, feature requests): Initial response within 24 hours during business hours
Business hours are Monday to Friday, 9:00 AM – 6:00 PM (GMT/BST). Critical issues are handled 24/7 for Business and Enterprise plan customers.
7. Maintenance Windows
We perform scheduled maintenance during low-traffic periods, typically between 2:00 AM and 6:00 AM GMT on weekdays. Customers will receive email notification at least 48 hours before any planned maintenance. Emergency maintenance (e.g., critical security patches) may occur with shorter notice, and we will communicate as early as possible.
Current maintenance schedule and server status can be viewed on our Server Status page.
8. Data Protection
Our infrastructure includes the following data protection measures:
- RAID storage arrays with redundancy across all hosting servers
- Automated backups (frequency depends on plan: weekly, daily, or real-time)
- Off-site backup storage in geographically separate data centres
- DDoS mitigation systems
- Firewall and intrusion detection/prevention systems
- 24/7 server monitoring with automated alerting
9. Dispute Resolution
If you disagree with our assessment of a service credit claim, you may escalate the matter by emailing admin@hostingsloth.com with "SLA Dispute" in the subject line. We will conduct a thorough review and respond within 10 business days.
This SLA is governed by and interpreted in accordance with the laws applicable to the jurisdiction in which Hosting Sloth operates. This SLA forms part of our Terms of Service.