Service Level Agreement

We are committed to providing a reliable hosting environment. Our SLA defines the uptime guarantees and compensation you receive if we fail to meet them.

99.9% Uptime Guarantee

HostCraft guarantees that our Network and Power infrastructure will be available 99.9% of the time in a given calendar month.

SLA Credits

If we fail to meet this guarantee, you are eligible for account credits based on the amount of downtime experienced:

• 99.5% - 99.8% Uptime: 10% Credit of monthly fee
• 99.0% - 99.4% Uptime: 25% Credit of monthly fee
• Below 99.0% Uptime: 100% Credit of monthly fee

To claim credit, you must open a support ticket within 7 days of the incident.

Exclusions

The SLA does not apply to:

• Scheduled maintenance windows.
• Downtime caused by your own software configurations or errors.
• Suspensions due to Acceptable Use Policy violations (e.g., non-payment, abuse).
• Force Majeure events beyond our reasonable control.