Service Level Agreement (SLA)

Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) defines the availability commitments, hardware response guarantees, and service credit policies applicable to hosting services provided by UnderHost.

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1. Eligibility & Coverage

This SLA applies to clients in good financial standing with active services including:

• Shared Hosting
• Reseller Hosting
• Virtual Private Servers (VPS)
• Cloud Hosting
• Dedicated Servers

Accounts suspended for billing issues, abuse violations, or Terms of Service breaches are not eligible for SLA credits.

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2. Network Uptime Commitment

UnderHost guarantees 99.9% monthly network availability measured on a calendar-month basis.

Network availability is defined as the ability to transmit data between the UnderHost core network and the public Internet over HTTP/HTTPS.

99.9% uptime equates to a maximum of approximately 43 minutes of network downtime per month.

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3. Service Credit Structure

If monthly network availability falls below 99.9%, clients may request service credits as follows:

• 5% of the monthly recurring fee for the first verified hour of downtime.
• Additional 5% per additional full hour of downtime.
• Maximum total credit capped at 50% of the affected service's monthly fee.

Downtime must be verifiable by independent external monitoring systems and confirmed by UnderHost internal monitoring logs.

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4. Dedicated Server Hardware SLA

Standard hardware replacement for dedicated servers is performed within 1–24 business hours after failure confirmation.

If replacement exceeds 24 business hours, clients may claim:

• 5% of monthly service fee per additional 8-hour delay period
• Maximum credit capped at 50% of monthly fee

Enhanced Hardware SLA Options

• SLA1.0 (Standard): Included – Replacement within 1 business day
• SLA2.0: $60/month – 24-hour replacement
• SLA3.0: $95/month – 12-hour replacement
• SLA4.0: $125/month – 8-hour replacement
• SLA5.0: $200/month – 2-hour replacement

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5. Exclusions

This SLA does not apply to:

• Scheduled maintenance (with prior notice)
• Force majeure events (natural disasters, government actions, war, etc.)
• Upstream carrier or ISP routing issues outside UnderHost control
• DDoS attacks exceeding mitigation capacity
• Customer configuration errors or software failures
• Service suspensions due to AUP/TOS violations
• Third-party control panel or software bugs

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6. SLA Credit Claim Process

To request SLA credits, clients must submit a ticket via CustomerPanel within seven (7) business days of the incident.

Requests must include:

• Domain name and/or server IP address
• Exact outage start and end timestamps (with timezone)
• External monitoring logs (if available)

Credits are applied to future invoices only and issued within 10 business days of approval.

SLA credits constitute the sole and exclusive remedy for service interruptions.

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7. Backup & Data Responsibility

Clients are solely responsible for maintaining independent backups of their data.

UnderHost is not liable for data loss resulting from hardware failure, security incidents, software corruption, or customer misconfiguration.

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8. 14-Day Money-Back Guarantee

UnderHost offers a 14-day money-back guarantee on Shared Hosting plans only.

• Applies to first-time shared hosting purchases
• Does not apply to VPS, Cloud, Dedicated Servers, or domain registrations
• Free domains and add-ons are excluded
• Abuse-related suspensions void eligibility

Refunds exclude overages, setup fees, and third-party licensed products.

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9. Policy Updates

UnderHost reserves the right to update this SLA at any time. Continued use of services constitutes acceptance of the revised terms.

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10. Measurement & Monitoring Standards

Service availability is measured at the network edge of the UnderHost core infrastructure.

Downtime is calculated from the time a ticket is opened by the client or detected by UnderHost monitoring systems, whichever occurs first.

Partial outages affecting only specific services, ports, applications, or customer configurations do not constitute full network downtime unless total network inaccessibility is confirmed.

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11. Credit Limitations & Financial Caps

Service credits:

• Apply only to the affected service.
• Cannot exceed 50% of the monthly recurring fee of that service.
• Are non-transferable and non-redeemable for cash.
• Do not apply to one-time fees, licenses, IP allocations, add-ons, or third-party services.

Under no circumstances shall UnderHost's total liability exceed the total amount paid by the client for the affected service during the previous 30 days.

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12. Force Majeure

UnderHost shall not be liable for delays or service interruptions caused by events beyond reasonable control, including but not limited to:

• Natural disasters
• Acts of government or regulatory authorities
• War, terrorism, or civil unrest
• Fiber cuts or upstream carrier failures
• Global routing instability (BGP incidents)
• Large-scale DDoS attacks exceeding mitigation thresholds

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13. Security & Abuse Incidents

Service interruptions resulting from security events, malware infections, brute-force attacks, or abuse mitigation actions are not eligible for SLA credits.

If a service is temporarily null-routed or rate-limited to protect infrastructure integrity, such mitigation actions shall not constitute SLA breach.

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14. Scheduled & Emergency Maintenance

Scheduled maintenance windows may occur with prior notice when feasible.

Emergency maintenance required to protect infrastructure security or stability may occur without advance notice and does not qualify as SLA downtime.

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15. Third-Party Software & Control Panels

UnderHost provides access to third-party software including but not limited to cPanel, CloudLinux, LiteSpeed, DirectAdmin, and operating systems.

Bugs, compatibility issues, or licensing limitations within third-party software are not considered SLA violations unless they directly impact core network availability.

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16. Customer Responsibilities

Clients agree to:

• Maintain secure configurations and strong authentication practices.
• Keep applications and CMS platforms updated.
• Maintain independent off-site backups.
• Promptly report service interruptions.

Failure to maintain reasonable security practices may void SLA eligibility.

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17. Jurisdiction & Governing Law

This SLA shall be governed in accordance with applicable jurisdiction as defined in the UnderHost Terms of Service.

Any disputes arising from this SLA shall be subject to binding dispute resolution procedures outlined in the Terms of Service.

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18. Entire Agreement

This SLA forms part of the UnderHost Terms of Service and represents the entire service availability commitment between UnderHost and the client.

If any provision is found unenforceable, the remaining provisions shall remain in full force and effect.