Service Level Agreement

Service Level Agreement

99.95% Uptime Guarantee

We guarantee that your server will remain online and accessible to the greater internet for at least 99.95% of the time for any calendar month, with the exception of Maintenance Windows and any actions or inactions on your part that cause your website or server to be unavailable.

Length of Interruption

Service interruptions are determined solely by third-party sources contracted by HostManaged for the purpose of monitoring and reporting server uptime.

Remedy

To receive a credit based on our uptime guarantee, you must submit an support ticket with your request within seven days of an interruption. Your support ticket must contain your account number or contact information and a description of the service interruption. HostManaged will determine, at its sole discretion, the validity of each claim and will issue a credit within seven days of a determination that the claim is valid.

Exceptions

Downtime credits will not be issued for any account that is past due or has been suspended or cancelled by HostMananged or if a service interruption is due to any action or actions taken by you or by any person that you have authorized to access your account.

Support Problems You Cause

If we determine that the issues identified in an support ticket pursuant to a request for a downtime credit were the result of your action or inaction, HostManaged technical support required to repair these actions taken will be billed to you as additional support at HostManaged's current rate.