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Service Level Agreement
Our uptime commitment, what counts as downtime, what does not, and the credits available when we fall short.
Last updated: 12 September 2026
1. Uptime commitment
We commit to 99.9% network and server availability in each calendar month, measured per service. 99.9% permits approximately 43 minutes of unavailability in a 30-day month. The commitment applies equally in every region we operate.
2. Service credits
| Monthly uptime achieved | Credit on that month’s fee |
|---|---|
| 99.9% or above | No credit due |
| 99.0% to 99.89% | 10% |
| 95.0% to 98.99% | 25% |
| 90.0% to 94.99% | 50% |
| Below 90.0% | 100% |
Credits are applied against future invoices for the affected service. They are the sole remedy under this SLA, and total credits in any month will not exceed that month’s fee for the affected service.
3. Claiming a credit
- Email info@hostfasts.com within 30 days of the incident.
- Include the service, the dates and times you observed the outage, and any monitoring evidence you have.
- We will verify against our own monitoring and respond within five working days.
Credits are not applied automatically. You need to claim them.
4. What does not count as downtime
- Scheduled maintenance, notified at least 48 hours in advance. We schedule this outside business hours in the region concerned wherever possible.
- Emergency maintenance needed to address an active security threat. We notify as soon as we reasonably can.
- Problems in your own application — code errors, exhausted database connections, a plugin update that breaks the site, or a certificate you manage expiring.
- Your own resource limits being exceeded on a shared plan, or a VPS running out of memory or disk.
- DNS configured elsewhere, or a domain that has expired.
- Suspension for non-payment or for breach of the Terms of Service.
- Force majeure — natural disaster, war, civil disruption, national telecommunications failure, or action by a government authority, including any regulator-mandated blocking or filtering.
- Denial-of-service attacks exceeding the mitigation capacity of the platform, though we will always act to restore service as fast as we can.
5. Support response targets
| Severity | Example | Target first response |
|---|---|---|
| Critical | Site or server down, mail not flowing | 30 minutes, 24×7 |
| High | Severe degradation, partial outage | 2 hours |
| Normal | Configuration help, non-urgent faults | 1 working day |
| Low | Billing queries, general questions | 1 to 2 working days |
These are response targets, not resolution guarantees. Resolution time depends on the nature of the fault. Working days follow the Sunday–Thursday week for Gulf customers and the Monday–Saturday week for India.
6. Backups
Platform backups exist for disaster recovery and we will help you restore where we reasonably can. They do not form part of this SLA and are not a substitute for your own backups. Please keep independent copies of anything you cannot afford to lose.
7. Scope
This SLA applies to paid services supplied under the HostFasts brand. It does not apply to free services, trials, beta features, or third-party products resold at your request. It should be read together with our Terms of Service.