Service Level Agreement (SLA)
This Service Level Agreement ("SLA") is a commitment from UniqoHost LLC to our paying customers regarding the availability of our hosting services. It is incorporated into the Terms of Service.
1. Covered services
This SLA applies to the following paid services on active accounts in good standing:
- Shared hosting plans
- Managed WordPress hosting plans
- VPS hosting plans
- Dedicated server plans
- Business email hosting plans
Domain registration, free plans, trials, and beta services are not covered by this SLA.
2. Uptime commitment
We commit to a monthly uptime of 99.9% for covered services, measured on a calendar-month basis. "Uptime" means that the core function of the service (web server responding, SSH available on VPS/dedicated, IMAP/SMTP on email plans) is reachable from the public Internet.
3. Service credits
If we fail to meet the uptime commitment in a given calendar month, you may request a service credit on your next invoice according to the following schedule:
| Monthly uptime | Service credit (% of monthly fee) |
|---|---|
| 99.9% and above | No credit (target met) |
| 99.0% – 99.89% | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Service credits are the sole and exclusive remedy for SLA failures and may not exceed 50% of the monthly fee for the affected service.
4. How to request a credit
To request a service credit, email billing@uniqohost.com within 30 days of the end of the affected month, including:
- Your account email and order reference;
- The affected service;
- The date(s) and approximate time(s) of the outage;
- Any logs or third-party monitoring data you can share (optional).
We will review and respond within 10 business days. Approved credits are applied to your next invoice.
5. Exclusions
The uptime commitment does not apply to downtime caused by:
- Scheduled maintenance announced at least 48 hours in advance;
- Emergency maintenance required to address a critical security vulnerability;
- Force majeure events (natural disasters, acts of war, government action);
- Third-party services outside our control (upstream ISP, DNS resolvers, customer-installed software);
- Customer actions or misconfiguration, including running out of disk quota or CPU allocation;
- Distributed denial-of-service (DDoS) attacks beyond the mitigation capacity of the customer's plan;
- Suspensions for violation of the Terms of Service or Acceptable Use Policy.
6. Scheduled maintenance
We perform routine maintenance between 02:00 and 06:00 local time of the data center hosting your service, and we notify affected customers by email at least 48 hours in advance. Routine maintenance is excluded from downtime calculations.
7. Status and incident communication
We publish ongoing incidents and scheduled maintenance on our status page and notify affected customers by email. For urgent support, contact support@uniqohost.com.