Effective April 2026 — Version 3.2

Service Level
Agreement

Our uptime commitment — in writing.

This Service Level Agreement ("SLA") between Host Technologies LLC ("Host.com," "we," "us") and you ("Customer") governs the service availability commitments for all hosting plans offered at host.com. This SLA is incorporated into and forms part of the Host.com Terms of Service.

1

Uptime Guarantee

Host.com guarantees that its hosting infrastructure will be available for the percentage of time specified below, measured on a calendar-month basis ("Monthly Uptime Percentage"). Uptime is measured from our network monitoring infrastructure using automated checks from multiple global vantage points at 60-second intervals.

The Monthly Uptime Percentage is calculated as: (Total minutes in month − Downtime minutes) / Total minutes in month × 100

Hosting Plan Monthly Uptime SLA Max Allowed Downtime / Month Max Allowed Downtime / Year
Shared Hosting 99.9% 43 minutes 49 seconds 8 hours 45 minutes
VPS Hosting 99.95% 21 minutes 54 seconds 4 hours 22 minutes
Cloud Hosting 99.99% 4 minutes 22 seconds 52 minutes 35 seconds
Dedicated Servers 99.99% 4 minutes 22 seconds 52 minutes 35 seconds

Uptime figures represent network availability at the datacenter boundary. Scheduled maintenance windows are excluded from downtime calculations per Section 4.

2

Service Credits

In the event that Host.com fails to meet the applicable Monthly Uptime Percentage commitment in a given calendar month, eligible Customers are entitled to receive Service Credits applied to their account. Service Credits represent the sole and exclusive remedy for any failure by Host.com to meet the uptime SLA.

Monthly Uptime Achieved Service Credit Applied As
99.0% – < SLA threshold 10% credit 10% of that month's charge
95.0% – 99.0% 25% credit 25% of that month's charge
< 95.0% 50% credit 50% of that month's charge

Credit Calculation Rules

  • Credits are calculated as a percentage of the monthly recurring charge for the affected service only.
  • Maximum total credit awarded in any single calendar month is 50% of that month's charge, regardless of incident count.
  • Credits are applied to the next invoice following claim approval. Credits are non-transferable and have no cash value.
  • Credits are not granted automatically — a valid claim must be submitted per Section 6.
  • Accounts with overdue balances are not eligible to receive credits until the account is brought current.
3

Downtime Definition

"Downtime" is defined precisely to ensure fairness and clarity. Not every service interruption qualifies as SLA-covered downtime. Host.com uses the definitions below when calculating Monthly Uptime Percentage and evaluating credit claims.

What counts as Downtime

  • Server is unreachable from all external network paths simultaneously (not a single routing issue)
  • HTTP requests to the Customer's primary domain return no response or 5xx errors for more than 3 consecutive minutes
  • Complete loss of SSH/SFTP access to the Customer's environment (VPS and Dedicated only)
  • Database cluster unavailability affecting all connections from the hosting environment

What does NOT count as Downtime

  • Scheduled maintenance with at least 24 hours advance notice (see Section 4)
  • Force majeure events: natural disasters, acts of government, internet backbone failures, power grid failures beyond Host.com's datacenter
  • Customer-caused outages: misconfigurations, resource exhaustion due to Customer actions, Customer script errors
  • DNS propagation delays following Customer-initiated DNS changes
  • Interruptions lasting fewer than 3 consecutive minutes
  • Third-party service failures (CDN, payment gateways, external APIs) not operated by Host.com
4

Maintenance Windows

Host.com performs periodic maintenance to ensure the security, stability, and performance of its infrastructure. Maintenance is categorized as either Scheduled or Emergency.

Scheduled Maintenance

  • Maximum of 4 hours of scheduled maintenance per calendar month across all shared infrastructure.
  • Announced at least 24 hours in advance via the Host.com Status Page at status.host.com and by email to the account's primary address.
  • Typically performed during low-traffic hours: 02:00–06:00 UTC.
  • Scheduled maintenance is excluded from Downtime calculations and does not count toward SLA credit eligibility.

Emergency Maintenance

  • Performed as needed to address critical security vulnerabilities, active exploits, or imminent hardware failure.
  • Notice provided on best-effort basis — may be simultaneous with or immediately prior to the maintenance window.
  • Emergency maintenance may count as Downtime for SLA credit purposes if it exceeds 30 minutes in a single event, subject to claim review.
  • Status updates published in real time at status.host.com.
5

Support Response Time SLAs

Host.com classifies support incidents by severity. Response time means the time between ticket submission and first meaningful technical response from a qualified support engineer. Resolution time is the target — not a guarantee — and depends on issue complexity, third-party dependencies, and cooperation from the Customer.

Severity Definition Response Time Target Resolution
Critical Site completely down; all users affected; no workaround available 15 minutes 1 hour
High Significant degradation; major functions unavailable; partial workaround exists 1 hour 4 hours
Medium Partial service impact; performance degradation; subset of users affected 4 hours 24 hours
Low Minor issues; cosmetic problems; feature requests; general questions 24 hours 72 hours
Note: Response time SLAs apply to accounts in good standing on paid plans. Free-tier accounts receive community and email support on a best-effort basis. All times are measured 24 hours a day, 7 days a week, 365 days a year. Target resolution times are goals, not contractual commitments, and do not give rise to service credits.
6

SLA Credit Claim Process

Service Credits are not issued automatically. To receive a credit, the Customer must submit a valid claim within the timeframe specified below. Host.com reserves the right to deny claims that are incomplete, submitted late, or otherwise do not meet the requirements of this SLA.

1

Identify the incident

Verify that the downtime qualifies under Section 3 (Downtime Definition) and that it occurred within the current or immediately preceding calendar month. Document the start and end times of the outage from your perspective.

2

Submit your claim within 30 days

Claims must be submitted within 30 calendar days of the end of the incident. Claims submitted after this window will not be accepted.

Send an email to [email protected] with the subject line: SLA Credit Claim — [Account Number]

Include in the body:

  • • Your account number and registered email address
  • • Affected domain(s) and hosting plan
  • • Incident start and end timestamps (UTC)
  • • Brief description of the impact experienced
  • • Any supporting evidence (screenshots, monitoring logs)
3

Claim review — 5 business days

Our reliability team will review your claim against internal monitoring data. We will respond with a determination within 5 business days. If approved, the credit will be applied to your next invoice. If denied, we will provide a written explanation.

7

Exclusions

This SLA does not apply to service unavailability caused by, or attributable to, any of the following:

Third-Party Services

Services, APIs, or infrastructure not operated by Host.com, including CDN providers, payment gateways, domain registrars, and external software platforms.

Customer Code & Applications

Errors, bugs, misconfigurations, or performance problems caused by Customer-authored or Customer-deployed code, scripts, plugins, themes, or applications.

Security Attacks

Distributed denial-of-service (DDoS) attacks, brute-force attacks, malware infections originating from the Customer's environment, or other malicious activity targeting the Customer's service.

Force Majeure

Acts of God, natural disasters, war, government actions, labor disputes, internet backbone failures, or any event beyond Host.com's reasonable control.

Scheduled Maintenance

Any maintenance announced per Section 4 with the required advance notice. This includes all maintenance periods listed on the status page prior to the work commencing.

Account Suspension

Service interruptions resulting from account suspension for non-payment, Terms of Service violations, abuse, or other policy violations are not covered by this SLA.

8

Changes to This SLA

Material Changes

Host.com will provide at least 30 days' advance notice of any material changes to this SLA that reduce service level commitments. Notice will be sent to the primary email address on the Customer's account and posted to the Host.com blog and legal documentation page.

Non-Material Changes

Clarifications, formatting updates, or changes that do not reduce service level commitments may be made without advance notice. The "Effective Date" on this document will be updated to reflect any revision.

Version History

  • v3.2 April 2026 — Current version. Expanded infrastructure SLAs and credit tiers.
  • v3.1 January 2026 — Updated credit tiers; added Cloud plan.
  • v3.0 July 2025 — Complete revision; introduced severity-based response SLAs.

Continued Use

Continued use of Host.com services after the effective date of an SLA change constitutes acceptance of the revised terms. If you do not agree with a material change, you may terminate your service within the notice period and receive a pro-rated refund of prepaid fees.

This Service Level Agreement is incorporated by reference into the Host.com Terms of Service and forms a binding part of the agreement between you and Host Technologies LLC. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall govern.

Host Technologies LLC
123 Central Ave SW, Suite 2000, Albuquerque, NM 87102
[email protected]
SLA Version 3.2
Effective April 2026