Service Level Agreement
Last updated: June 2026
This is a draft for review and is not yet legally binding; it is pending review by qualified counsel.
This Service Level Agreement describes the uptime commitment for the OpenHost hosting service and the service credits available if we fall short. It aligns with the uptime clause in the Terms of Service.
Uptime commitment
We commit to 99.9% monthly availability of the hosting service (approximately 43 minutes of downtime per month).
Measurement
"Downtime" means the service is unreachable for five or more consecutive minutes as measured by our monitoring, summed per calendar month. The exclusions below do not count as downtime.
Service credits
If monthly uptime falls below target, you may request a service credit (not a cash refund) against that month's fee for the affected service:
- 99.0%–99.9% uptime — 10% credit.
- 95%–99% uptime — 25% credit.
- Below 95% uptime — 50% credit.
Exclusions
The commitment does not apply to:
- Scheduled, announced and emergency maintenance.
- Force majeure events.
- Issues caused by the customer — code, plugins, misconfiguration, or exceeding plan limits.
- Third-party services outside our control.
- Suspensions for breach of the Acceptable Use Policy or for abuse.
Claims
Email support@openhost.one within 30 days of the event with supporting detail. Third-party monitoring reports are not, on their own, conclusive. Service credits are the sole and exclusive remedy for downtime.
Where the Terms of Service and this SLA address uptime, this SLA is the single source of truth and the Terms link to it.