Service Level Agreement

Last Updated: December 21, 2025

This Service Level Agreement (“SLA”) outlines the uptime commitment and service availability standards for hosting services provided by Hostoy (“Hostoy”, “we”, “us”, or “our”). This SLA is part of our Acceptable Use Policy and applies to eligible hosting services.

1. Uptime Commitment

Hostoy strives to provide a 99.9% network uptime guarantee for applicable hosting services on a monthly basis.

Uptime is defined as the time during which Hostoy’s network and servers are operational and accessible from the public internet.

2. Services Covered by This SLA

This SLA applies to:

• Shared Web Hosting
• VPS Hosting
• Dedicated Servers
• Managed Hosting Services

Domain services, email-only services, and third-party products are not covered unless stated otherwise.

3. Uptime Calculation

Uptime is calculated as follows:

Only outages affecting Hostoy’s network or server infrastructure are counted as downtime.

4. Excluded Downtime

The following events are not counted as downtime under this SLA:

• Scheduled maintenance (with or without prior notice)
• Emergency maintenance or security patches
• Customer-caused issues (misconfiguration, script errors, resource abuse)
• Malware infections, hacking, or security incidents
• Use of nulled, cracked, or outdated software
• DDoS attacks or attacks beyond Hostoy’s reasonable control
• Network issues outside Hostoy’s infrastructure (ISP, routing issues)
• Force majeure events (natural disasters, government actions, etc.)

5. Maintenance & Notifications

Hostoy may perform maintenance to ensure service reliability.

• Planned maintenance may be announced in advance when possible
• Emergency maintenance may be performed without notice

Maintenance windows do not count toward downtime calculations.

6. Service Credits (Compensation)

If Hostoy fails to meet the 99.9% uptime guarantee in a given month, eligible customers may request service credits as follows:

7. Credit Eligibility & Limitations

• Credits apply only to hosting fees (not domains or add-ons)
• Credits are applied to future invoices, not cash refunds
• Maximum credit per month shall not exceed 100% of the monthly hosting fee
• SLA credits must be requested within 7 days of the outage

Failure to request credits within this timeframe forfeits eligibility.

8. How to Request SLA Credits

To request service credits:

• Submit a support ticket
• Include your account ID and affected service
• Specify the date and duration of the outage

Hostoy will review and respond within a reasonable timeframe.

9. Customer Responsibilities

To be eligible for SLA credits, customers must:

• Be in good standing (no unpaid invoices)
• Not be in violation of Hostoy policies
• Maintain secure and properly configured services

10. Limitation of Liability

This SLA provides the sole and exclusive remedy for downtime-related issues. Hostoy shall not be liable for indirect or consequential damages, including loss of data, revenue, or business.

11. Changes to This SLA

Hostoy reserves the right to modify this SLA at any time. Changes will be posted on our website and take effect immediately upon update.

12. Contact Information

If you have questions regarding this SLA or want to request service credits, contact us: