Service Level Agreement

This Service Level Agreement (SLA) outlines the uptime commitment and remedies for HostTSP hosting services.1. Uptime GuaranteeHostTSP commits to a 99.9% network and service uptime measured monthly, excluding scheduled maintenance and force majeure events.2. What Counts as DowntimeDowntime is defined as the period during which your service is unreachable due to a fault within our direct control (network, power, hypervisor, or shared hosting node).3. ExclusionsScheduled maintenance announced at least 48 hours in advanceIssues caused by customer code, misconfiguration, or third-party pluginsDDoS attacks targeting the customerUpstream outages beyond our networkForce majeure events (natural disasters, government actions, etc.)4. RemediesIf we fall below the 99.9% monthly uptime target, affected customers are eligible for service credits equal to 5% of the monthly fee for each 1% of downtime, capped at 50% of the monthly fee.5. How to ClaimClaims must be submitted via ticket within 7 days of the incident and include affected timestamps. Credits are applied to the next invoice.