1. Overview
This Service Level Agreement outlines the uptime guarantees and support commitments provided by Hosteran for its hosting services.
2. Uptime Guarantee
Hosteran guarantees a network uptime of 99.9% per calendar month. Uptime excludes scheduled maintenance, force majeure events, or issues caused by client-side configurations.
3. Service Credit Policy
If uptime falls below 99.9%, clients may request service credit as follows:
- 99.0% – 99.8% uptime: 10% monthly credit
- 98.0% – 98.9% uptime: 25% monthly credit
- Below 98.0% uptime: 50% monthly credit
Requests must be submitted within 7 days of the incident to support@hosteran.com.
4. Support Response Times
- Critical issues (server down): Response within 30 minutes.
- High priority: Response within 2 hours.
- General inquiries: Response within 12–24 hours.
5. Scheduled Maintenance
Routine maintenance may occur outside of peak hours and will be announced in advance. Such maintenance does not count as downtime under this SLA.
6. Exclusions
This SLA does not apply to:
- Client-side application errors or misconfigurations.
- Third-party integrations or external DNS failures.
- Suspensions due to payment failure or policy violations.
7. Updates to This Agreement
Hosteran may modify this SLA at any time. The latest version will always be available on our website.