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Hostwares

Service Level Agreement

Last updated: June 2026

1. Uptime Guarantee

Hostwares LLC guarantees 99.9% uptime for all paid services, measured on a monthly basis. This commitment covers site hosting, managed databases, and managed services provided through our platform.

Uptime is calculated as: (total minutes in month − downtime minutes) / total minutes in month × 100%.

2. Uptime Measurement

Uptime is measured monthly using our internal monitoring systems. Scheduled maintenance windows announced at least 24 hours in advance are excluded from downtime calculations.

In the event of a dispute, our monitoring data shall be the authoritative source for determining uptime.

3. Service Credits

If we fail to meet the 99.9% uptime guarantee, you are eligible for service credits as follows:

  • 99.0% – 99.9% uptime: Credit equal to 10× the duration of downtime
  • 95.0% – 99.0% uptime: Credit equal to 30× the duration of downtime
  • Below 95.0% uptime: Credit equal to 100% of the monthly fee for the affected service

The maximum credit for any billing period cannot exceed 100% of the monthly fees for the affected service.

4. How to Claim Credits

To request a service credit, email [email protected] within 30 days of the incident. Your claim must include:

  • Your account email and affected service(s)
  • Timestamps of the downtime (start and end)
  • A brief description of the impact

Credits are applied to your next billing cycle and are non-transferable and non-refundable as cash.

5. Exclusions

This SLA does not apply to downtime caused by:

  • DDoS attacks or other malicious external activity
  • User misconfiguration or actions taken by the customer
  • Third-party service outages beyond our control
  • Scheduled maintenance announced at least 24 hours in advance
  • Force majeure events (natural disasters, wars, government actions)

6. Scope

This SLA applies to:

  • Website hosting (containerized deployments)
  • Managed databases (PostgreSQL, MySQL, MongoDB, Redis)
  • Managed services deployed through our platform

This SLA does not apply to domain registration, AI credits, or any third-party services accessed through our platform.

7. Not Applicable To

The uptime guarantee and service credits are not available for:

  • Free tier accounts (provided on a best-effort basis)
  • Services suspended for non-payment or Terms violations
  • Beta or experimental features

8. Contact

For SLA-related inquiries or credit claims:

Hostwares LLC · State of Wyoming, USA