Service Level Agreement

1. UPTIME COMMITMENT

Hostaffin is committed to providing a reliable and high-performance hosting environment. We guarantee that our network and power infrastructure will be available 99% of the time in any given calendar month, excluding Scheduled Maintenance.

2. SERVICE CREDITS

In the event that we fail to meet our 99% uptime guarantee, you are eligible for service credits as follows:

Maximum Credit: Total service credits in any single month shall not exceed 20% of the customer's monthly fee for the affected service.

3. CREDIT REQUEST PROCEDURE

To receive a service credit, you must submit a request to our Billing Department via the Client Area within seven (7) days of the end of the month in which the downtime occurred. The request must include the affected service, dates, and times of the unavailability.

4. SLA EXCLUSIONS

Service credits will not be issued for downtime caused by:

• Scheduled Maintenance (announced via our Status Page).
• Client-side issues (e.g., DNS misconfiguration, script errors, account suspension).
• Force Majeure events (natural disasters, war, internet-wide disruptions).
• DDoS attacks or other malicious activity targeting the customer's site.
• Upstream provider outages that are beyond Hostaffin's direct control.

5. SCHEDULED MAINTENANCE

Scheduled maintenance refers to upgrades, hardware replacements, or network optimizations. Hostaffin will provide at least 24 hours' notice for any maintenance that is expected to cause service interruption. Such maintenance is typically performed during off-peak hours.

6. MEASUREMENT

Uptime is measured based on Hostaffin's internal monitoring systems. Third-party monitoring services (e.g., Pingdom, UptimeRobot) may be considered but are not the final authority due to potential network routing issues external to our data centers.