Service Level Agreement (SLA)

Hostury Web Hosting Services

Effective Date: October 8, 2019

This Service Level Agreement (“SLA”) is a contract between Hostury (“Provider”) and its customers (“Client”) outlining the service expectations, uptime guarantees, and support provisions for web hosting services.

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1. Service Commitment

Hostury is committed to providing reliable and high-performance web hosting services. We guarantee a high level of uptime for all hosted services, excluding scheduled maintenance and circumstances beyond our control.

2. Uptime Guarantee

• Hostury guarantees that its hosting services will be available for the majority of the time each month.
• Downtime caused by factors outside of Hostury’s control, including but not limited to force majeure events, network failures outside our infrastructure, or third-party service disruptions, will not be counted towards the uptime guarantee.

3. Support & Response Times

• Standard Support: 24/7 ticket and email support with a reasonable response time.
• Priority Support: Available for premium customers with an expedited response time.
• Emergency Support: Critical issues affecting site availability will be addressed as quickly as possible upon detection or report.

4. Compensation for Downtime

• If Hostury fails to meet the uptime guarantee, Clients may request compensation in the form of service credits:
  • Partial service disruptions may result in a small credit.
  • More significant downtime may result in a larger credit.
• Requests for service credits must be submitted within a specified period after the downtime event.

5. Maintenance & Scheduled Downtime

• Regular maintenance will be performed on our servers.
• Emergency maintenance may be performed without prior notice if necessary to maintain service security and stability.

6. Client Responsibilities

• Clients are responsible for maintaining accurate account information and complying with Hostury’s Acceptable Use Policy.
• Clients must ensure their website and applications are updated and secured to avoid vulnerabilities.

7. Exclusions

This SLA does not apply to:

• Scheduled maintenance windows.
• Downtime due to client-side errors, including misconfigurations.
• Suspension or termination of service due to policy violations or non-payment.

8. Amendments & Modifications

Hostury reserves the right to amend this SLA at any time. Changes will be communicated to clients in advance.

9. Termination

Either party may terminate this SLA with prior written notice. Termination of service does not automatically warrant refunds for past service disruptions unless explicitly stated in Hostury’s refund policy.