Service Level Agreement

Our commitment to service reliability and uptime.

Last updated: January 2025

The following represent our service level commitments for all hosting plans.

99.9%

Server Uptime

Shared & WordPress hosting servers

99.9%

Network Uptime

Core network infrastructure

< 2 hrs

Support Response

Average ticket response time

1. Uptime Guarantee

HazeHosting guarantees 99.9% uptime for all shared and WordPress hosting services, measured on a monthly basis. This excludes scheduled maintenance windows, which are announced in advance.

Uptime is calculated as: ((Total Minutes - Downtime Minutes) / Total Minutes) × 100

2. Service Credits

If we fail to meet our uptime guarantee, you may be eligible for service credits:

Monthly Uptime Credit
99.0% – 99.9%10% of monthly fee
95.0% – 98.99%25% of monthly fee
90.0% – 94.99%50% of monthly fee
Below 90%100% of monthly fee

Credits must be requested within 30 days of the incident via a support ticket. Credits are applied to future invoices and are not redeemable for cash.

3. Exclusions

The uptime guarantee does not apply to downtime caused by:

  • Scheduled maintenance (announced at least 24 hours in advance)
  • Force majeure events (natural disasters, wars, etc.)
  • DDoS attacks or other malicious third-party activity
  • Issues caused by your own code, configuration, or content
  • Third-party service failures (domain registries, payment processors, etc.)
  • Actions taken to address Terms of Service violations

4. Support Response Times

Priority First Response Resolution Target
Critical30 minutes4 hours
High1 hour8 hours
Medium2 hours24 hours
Low4 hours48 hours

5. Backups

We perform automated daily backups of all hosting accounts. Backups are retained for 7 days. However, you are responsible for maintaining your own independent backups. HazeHosting is not liable for data loss.

6. Contact

For SLA-related inquiries or to request service credits, contact us at support@hazehosting.com or open a support ticket.