Service Level Agreement

Service Level Agreement (SLA)
Effective Date: [Insert Date]

This Service Level Agreement (SLA) outlines the standards of service that PRIMEHOSTCLOUD.COM ("we", "us", "our") commits to for customers ("you", "your") using our web hosting services.

1. Service Commitment

We are committed to providing reliable, high-performance hosting services. As such, we guarantee:

99.9% Uptime Guarantee
We guarantee that our hosting infrastructure will be operational and available 99.9% of the time in any given calendar month.

2. SLA Coverage

This SLA applies to:

  • Shared hosting

  • VPS hosting

  • Cloud hosting

  • Managed hosting plans

This SLA does not apply to:

  • Scheduled maintenance with prior notice

  • Downtime caused by the customer’s actions or configurations

  • Force majeure events (e.g. natural disasters, government actions)

  • Issues caused by third-party software or services

  • Network outages beyond our direct control (e.g. upstream providers)

3. Scheduled Maintenance

We may perform maintenance on our servers for upgrades or security patches. When possible, we will:

  • Provide at least 24 hours' notice via email or our status page

  • Perform maintenance during off-peak hours to minimize disruption

Scheduled maintenance is excluded from uptime calculations.

4. Service Credits

If uptime falls below 99.9% in a calendar month, you may request a service credit as outlined below:

Uptime Service Credit
99.0% – 99.8% 10% of monthly fee
95.0% – 98.9% 25% of monthly fee
Below 95.0% 50% of monthly fee

Conditions:

  • You must request the credit within 7 days of the end of the affected month.

  • You must submit the request to [Insert Support Email] with your account ID and details.

  • Service credits are applied to future invoices and are not refundable in cash.

  • The maximum credit will not exceed 50% of your monthly hosting fee.

5. Customer Responsibilities

To maintain SLA eligibility, customers must:

  • Keep account information and contact details current

  • Properly maintain and secure their websites

  • Use our services within the scope of our Acceptable Use Policy

  • Ensure proper configuration of domains, scripts, and applications

6. Disclaimer

This SLA is your sole and exclusive remedy for any downtime, performance issues, or failure by PRIMEHOSTCLOUD.COM to meet service levels. This SLA does not replace or override our Terms of Service.

7. Changes to This SLA

We reserve the right to modify this SLA at any time. Any changes will be posted on this page with an updated effective date.

Contact

If you have questions or wish to request service credits, contact:

PRIMEHOSTCLOUD.COM
Email: [Insert Support Email]
Phone: [Insert Phone Number]
Address: [Insert Mailing Address]