At hostsailor.com, we take your website seriously. That’s why we guarantee a 99.9% monthly uptime, which you’ll discover throughout this Service Level Agreement (SLA). Terms and conditions apply; see below for more details. Our 99.9% Update SLA consists of two stages:
- Network Connectivity : This is the connectivity from HostSailor’s network up to our Transit providers.
- Power : This refers to what powers the servers in our highly secure datacenters.
| HostSailor’s Uptime | SLA Credit |
|---|---|
| >= 99.9% | 0% |
| < 99.8% | 5% |
| < 99.5% | 7.5% |
| < 99.0% | 10% |
| < 98.0% | 20% |
| < 95.0% | 25% |
SLA Terms and Conditions
HostSailor’s SLA is only valid for registered companies. Private customers must request adherence to SLA upon ordering of HostSailor’s services. This SLA extends to direct clients only. hostsailor.com is not liable for downtime caused by a reseller of its services. All credits will be applied to future billing cycles, and are non-transferrable in any way. Customer accounts that are not in good standing, or have not been in good standing within a 12-month period prior to outage is not eligible for SLA credits. Customers who are in violation of TOS are not eligible for SLA credits.
Customers must make request with HostSailor’s customer service department. All claims must be made within seven (7) days of the network downtime. SLA credits can take up to two business weeks to authorize and be posted to the customer’s account. These credits can only be claimed by the authorized customer; all other claims will be denied. SLA credits cannot be stacked.
This SLA does not cover operating system reloads, hardware of the server, any form of hardware reconfiguration, any failure outside of the network itself (including bandwidth carrier outages), failures caused by attacks toward customer service, and scheduled maintenance of hostsailor.com’s network. Additionally, uncontrollable events, including but not limited to weather, natural disasters, war, and other events outside of the control of hostsailor.com are not eligible for SLA credits.
The hostsailor.com SLA is subject to change or revision without notice.