Service Level Agreement (SLA)

Service Level Agreement (SLA)

Coverage

This SLA applies to all hosting plans ordered by customers in good financial standing with UnderHost. It ensures that our clients receive a reliable and consistent level of service.

Service Level Commitment

UnderHost guarantees 99.9% network availability for HTTP access to our clients' servers. This includes ensuring connectivity between the UnderHost network and the broader Internet ("Network Availability Target").

Network Availability Guarantee

If UnderHost fails to meet the 99.9% Network Availability Target in a calendar month, customers may claim compensation in the form of service credits:

• 5% of the monthly service fee for the first hour of unavailability.
• An additional 5% for each subsequent hour of unavailability, up to 50% of the monthly fee.

To qualify, the unavailability must result from network connectivity issues verifiable by independent external sources, excluding scheduled maintenance or customer-side issues.

Hardware Replacement for Dedicated Servers

Hardware replacement for dedicated servers will be completed within 1 to 24 business hours. If this timeframe is exceeded, customers may claim 5% of their monthly fee per additional 8 hours of downtime, up to 50% of the monthly fee.

For expedited hardware replacement, customers may opt for enhanced SLA packages:

• SLA1.0: Free hardware replacement within one business day.
• SLA2.0: $60/month for 24-hour replacement.
• SLA3.0: $95/month for 12-hour replacement.
• SLA4.0: $125/month for 8-hour replacement.
• SLA5.0: $200/month for 2-hour replacement.

Limitations

Network issues may occasionally occur outside of UnderHost's control. Examples include issues with the customer's ISP, routing problems, or external network slowdowns. The SLA does not cover such events. Additionally, scheduled maintenance and unavailability caused by AUP violations or customer-side hardware/software failures are excluded from SLA coverage.

Terms for Claiming Credits

To claim SLA credits, customers must submit a request via our CustomerPanel within seven (7) business days of the incident. The request must include:

• Domain name and/or server IP address.
• Exact dates and times of the outage.
• A detailed description of the incident, including any logs (if applicable).

Credits will be applied to future invoices within 10 days of approval. SLA credits are the sole remedy for SLA violations and are issued as service credits only.

Data Responsibility

UnderHost is not responsible for data restoration in the event of hardware failure or data loss. Customers are advised to purchase backup options and maintain off-site backups of critical data. We strongly recommend proactive data management to avoid potential disruptions.

14-Day Money-Back Guarantee

UnderHost offers a 14-day money-back guarantee on shared hosting services. Customers dissatisfied within the first 14 days may request a refund of the contract amount, excluding overages, abuse-related terminations, or services such as domains, VPS, Cloud or dedicated servers.

* Free domains provided with hosting plans are excluded from this refund policy.