Service Level Agreement (SLA)

Service Level Agreement

This Service Level Agreement ("SLA") forms part of the UnderHost Terms of Service and explains the service availability commitments, credit limits, hardware response standards, exclusions, and claim process applicable to eligible UnderHost services.

The SLA is intended to provide a fair service-credit remedy for verified qualifying downtime. It is not a guarantee of uninterrupted service, a warranty of business results, or insurance against data loss, security incidents, application failures, third-party outages, or customer-caused issues.

1. Eligibility and Covered Services

This SLA applies only to customers in good financial standing with active eligible services purchased directly from UnderHost, including:

• Shared hosting and reseller hosting.
• Virtual private servers (VPS) and cloud servers.
• Dedicated servers and eligible managed hosting services.
• Network availability for eligible infrastructure directly operated or controlled by UnderHost or its providers.

2. Network Uptime Commitment

UnderHost targets 99.9% monthly network availability for eligible services, measured on a calendar-month basis.

Network availability means the ability to transmit IP packets between the UnderHost network edge for the affected service and the public Internet. It does not include customer applications, website code, databases, DNS propagation, email deliverability, third-party control panels, third-party software, customer firewalls, customer configuration, or content-layer issues.

3. Measurement and Downtime Calculation

Qualifying downtime begins when UnderHost monitoring confirms a covered service is unreachable due to an eligible network or infrastructure event, or when a valid support ticket is opened and UnderHost confirms the event qualifies, whichever is later confirmed by UnderHost records.

• UnderHost monitoring, provider records, router logs, hypervisor logs, datacenter records, and support ticket records control SLA determinations.
• External monitoring may be submitted as supporting evidence but is not conclusive by itself.
• Partial degradation, packet loss, high latency, routing preference changes, or localized reachability issues do not qualify unless UnderHost confirms they constitute covered downtime.
• Downtime affecting only customer software, ports, services, firewall rules, DNS, mail reputation, SSL configuration, scripts, databases, or applications is not covered network downtime.

4. Service Credit Structure

If verified monthly network availability for an eligible service falls below 99.9%, the customer may request service credits as follows:

• 5% of the affected service's monthly recurring fee for the first full verified hour below the 99.9% threshold.
• An additional 5% of the affected service's monthly recurring fee for each additional full verified hour of qualifying downtime.
• Total SLA credits are capped at 50% of the affected service's monthly recurring fee for the relevant month.

Credits apply only to future invoices for the affected service. Credits are not cash refunds, are not transferable, and do not apply to setup fees, licenses, domain names, SSL certificates, IP allocations, management fees, support fees, overages, third-party costs, or one-time charges.

5. Dedicated Server Hardware SLA

For dedicated servers, qualifying hardware replacement time begins only after UnderHost or the datacenter confirms a covered hardware failure. Replacement timing may depend on datacenter access, part availability, location, shipping, stock, remote hands, RAID rebuild time, provider rules, and customer cooperation.

Standard hardware replacement is targeted within 1 to 24 business hours after failure confirmation. If replacement exceeds the applicable hardware SLA, eligible customers may claim:

• 5% of the affected dedicated server's monthly recurring fee for each additional full 8-hour delay period.
• Maximum hardware SLA credit capped at 50% of the affected server's monthly recurring fee.

Enhanced Hardware SLA Options

Hardware SLA does not cover data recovery, operating system repair, application repair, customer misconfiguration, RAID rebuild duration, filesystem corruption, software failure, customer-requested reinstall, or delay caused by unavailable customer credentials or instructions.

6. SLA Credit Claim Process

SLA credits are not automatic. To request a credit, the customer must submit a ticket through CustomerPanel within seven (7) calendar days after the incident.

Requests must include:

• Service ID, domain name, server hostname, and/or IP address.
• Exact outage start and end timestamps with timezone.
• Description of the issue and affected service.
• External monitoring logs, traceroutes, MTR results, screenshots, or other evidence if available.

7. SLA Exclusions

This SLA does not apply to downtime, degradation, suspension, or loss caused by:

• Scheduled maintenance, emergency maintenance, security maintenance, migrations, upgrades, or urgent infrastructure work.
• Force majeure events, natural disasters, war, terrorism, civil unrest, government action, sanctions, fires, floods, pandemics, labor disputes, or supply-chain issues.
• Upstream carrier outages, BGP incidents, cable cuts, routing instability, peering disputes, third-party network failures, or third-party datacenter events outside UnderHost's reasonable control.
• DDoS attacks, attacks exceeding mitigation capacity, traffic filtering, null-routing, rate-limiting, or mitigation taken to protect infrastructure.
• Customer configuration, DNS configuration, firewall rules, scripts, databases, CMS, plugins, themes, operating systems, kernels, applications, licenses, third-party software, or customer security failures.
• Spam, phishing, malware, compromise, botnets, brute-force attacks, blacklisting, IP reputation issues, abuse complaints, or AUP/TOS enforcement.
• Unpaid invoices, payment disputes, chargebacks, fraud review, account verification, legal holds, registrar holds, or customer-requested suspension.
• Domain registration, DNS propagation, WHOIS/RDAP, SSL validation, email deliverability, blacklist removal, CDN cache behavior, search-engine behavior, geolocation databases, or third-party service availability.

8. Security, Abuse and DDoS Incidents

Actions taken to protect customers, networks, datacenters, IP reputation, providers, or the public do not qualify as SLA downtime. This includes filtering, blocking ports, disabling scripts, suspending services, null-routing, isolating compromised servers, rate-limiting, or taking emergency mitigation steps.

DDoS protection is mitigation, not a guarantee that all attacks will be blocked or that the affected service will remain available during all attacks. UnderHost may require specialized protection, relocation, upgrade, or service termination for repeated or severe attacks.

9. Backup and Data Responsibility

Customers are solely responsible for maintaining current, independent, and restorable backups of websites, databases, email, files, configurations, licenses, and customer content.

10. Money-Back Guarantee and Refund Limits

Any advertised money-back guarantee is separate from this SLA and is governed by the Terms of Service and refund rules. Unless UnderHost states otherwise, the money-back guarantee applies only to eligible first-time shared hosting purchases.

• VPS, cloud servers, dedicated servers, domains, SSL certificates, licenses, IP addresses, addons, setup fees, management fees, administration work, migrations, and third-party costs are not refundable after provisioning, registration, issuance, allocation, or delivery.
• Accounts suspended or terminated for abuse, fraud, chargebacks, stolen-card use, AUP violations, or Terms of Service violations are not eligible for refund or SLA credit.

11. Third-Party Software and Control Panels

Control panels, operating systems, applications, plugins, themes, mail systems, security tools, CDN systems, and licensing systems may be provided by third parties. Bugs, license failures, compatibility issues, vendor outages, end-of-life changes, or third-party security vulnerabilities are not SLA events unless UnderHost confirms they caused covered network downtime within UnderHost's control.

12. Customer Responsibilities

Customers must:

• Maintain secure configurations, strong authentication, and updated software.
• Monitor their services and promptly report suspected outages.
• Maintain independent off-site backups.
• Cooperate with troubleshooting and provide requested logs, credentials, traceroutes, MTR results, or configuration details when appropriate.
• Keep invoices paid and account contact details current.

13. Credit Limitations and Financial Caps

• Credits apply only to the affected service and the affected billing period.
• Credits cannot exceed 50% of the affected service's monthly recurring fee for the relevant month.
• Credits are non-transferable, non-refundable, and have no cash value.
• Credits do not extend contract terms unless UnderHost expressly applies them to a future invoice.

14. Relationship to Terms and Governing Law

This SLA forms part of the UnderHost Terms of Service. If this SLA conflicts with the Terms of Service, the Terms of Service control unless this SLA provides a more specific rule for service credits.

Governing law and dispute resolution are handled as stated in the UnderHost Terms of Service.

15. Policy Updates

UnderHost may update this SLA to reflect changes in services, infrastructure, datacenters, providers, pricing, support scope, abuse trends, security requirements, or business operations. Continued use of services after an updated SLA becomes effective constitutes acceptance of the updated SLA.