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SERVICE LEVEL AGREEMENT

Last Updated: 28 August 2026

VerticeHost's service level commitments, uptime guarantees, and remediation policies.

1. Service Availability

VerticeHost strives to maintain high-availability services. Specific uptime commitments vary by service plan:

  • Shared Hosting: 99.9% monthly uptime target
  • VPS/Dedicated: 99.95% monthly uptime target
  • Premium plans: 99.99% monthly uptime target

Uptime is measured at the network level and excludes scheduled maintenance, force majeure events, and issues caused by customer configuration.

2. Scheduled Maintenance

  • Announced at least 48 hours in advance via email and/or client area notifications
  • Typically performed during low-usage windows (02:00-06:00 UTC)
  • May include hardware upgrades, network improvements, security patches, or platform updates
  • Maintenance windows do not count against uptime calculations

3. Emergency Maintenance

  • Performed without advance notice to address critical security vulnerabilities, hardware failures, or imminent service degradation
  • Customers will be notified as soon as practicable via available channels
  • Duration is kept to the minimum necessary to resolve the issue
  • Emergency maintenance may count against uptime if exceeding 30 minutes

4. Service Credits

If uptime falls below the committed level for a given service plan, customers may be eligible for service credits:

  • 99.9% target: 5% of monthly fee per 0.1% below target (max 50%)
  • 99.95% target: 10% of monthly fee per 0.05% below target (max 50%)
  • 99.99% target: 20% of monthly fee per 0.01% below target (max 50%)

Credits must be requested within 30 days of the affected month. Credits are applied as account credit, not cash refunds.

5. Exclusions

The SLA does not apply to:

  • Issues caused by customer configuration, applications, or scripts
  • Force majeure events (natural disasters, war, government action, etc.)
  • Upstream provider failures outside VerticeHost's direct control
  • Scheduled maintenance windows
  • Free or trial services

6. Claims Process

To claim service credits, open a support ticket with "SLA Claim" as subject, including affected dates, times, and service identifiers. Claims are reviewed within 5 business days.