1. Covered services
This SLA applies to Hostander managed VPS, managed dedicated servers and managed colocation. It does not apply to beta features, free trials, or services explicitly excluded in your order.
2. Uptime commitments
- Network availability: 99.99% per calendar month, measured at our aggregation routers.
- Power availability: 99.99% per calendar month at the data center's PDU serving your rack.
- Managed VPS platform: 99.99% per calendar month for the underlying virtualization platform.
Uptime is measured from the moment a confirmed outage begins (verified by our monitoring and our NOC) until full restoration.
3. Response time commitments
- Critical (production down): first human response within 15 minutes, 24/7.
- High (degraded production): first response within 1 hour, 24/7.
- Normal: first response within 4 business hours.
- Low / informational: first response within 1 business day.
Every response comes from a senior Hostander engineer. There is no first-line script layer.
4. Service credits
If we miss an uptime commitment in a calendar month, you can request the following credit on your next invoice:
- 99.99% to 99.9% achieved: 5% of the affected service's monthly fee.
- 99.9% to 99.0% achieved: 10% of the affected service's monthly fee.
- 99.0% to 95.0% achieved: 25% of the affected service's monthly fee.
- Below 95.0%: 50% of the affected service's monthly fee.
Credits are your sole and exclusive remedy for service unavailability and are capped at 100% of the monthly fee for the affected service.
5. Claiming a credit
Open a ticket within 30 days of the incident referencing the affected service and the approximate downtime window. We verify against our monitoring and apply the credit to the next invoice. We do not require you to "prove" downtime we already recorded.
6. Exclusions
The following are excluded from SLA calculations:
- Scheduled maintenance announced at least 7 days in advance.
- Emergency maintenance required to protect the network or your data.
- Outages caused by your own actions, configurations or applications.
- Force majeure events outside any provider's reasonable control.
- Issues caused by third-party services or networks beyond our edge.
7. How we monitor
We run independent monitoring from multiple EU vantage points and from inside each data center. Incidents are recorded automatically, time-stamped and reviewed by our NOC. Public post-mortems are published for any incident that materially impacts customer services.