Service Level Agreement

The purpose of this SLA is to establish:

• which Services are covered.
• the applicable availability commitment.
• how availability is calculated.
• what constitutes Downtime.
• what does not constitute Downtime.
• how planned and emergency maintenance are handled.
• Customer responsibilities.
• how third-party providers affect availability.
• how Service Credits are calculated.
• how SLA claims are submitted; and
• the limitations of Hostwover's SLA commitments.

A Hostwover Service is covered by this SLA only where Hostwover expressly identifies that Service as SLA Covered.

The applicable:

• product page.
• plan description.
• Order.
• quotation.
• invoice.
• Service Agreement; or
• Customer dashboard

may identify whether the Service is covered.

The existence of this SLA within the Hostwover Legal Center does not mean every Hostwover product automatically receives an uptime guarantee.

A Service that is not expressly identified as SLA Covered is provided according to its applicable product agreement and Terms of Service without the additional availability commitment contained in this SLA.

Where a Hostwover Service is expressly identified as:

"SLA Covered"

or

"Covered by the Hostwover SLA"

but no different percentage is specified, the applicable Monthly Availability Commitment will be:

99.9%

unless the applicable Order or product agreement states otherwise.

Hostwover may offer Services with availability commitments different from 99.9%.

For example, an Order may specify:

• 99.5%.
• 99.9%.
• 99.95%.
• 99.99%; or
• another expressly stated availability level.

The percentage specifically identified for the purchased Service controls.

Unless otherwise stated, availability is measured over each calendar month.

A partial first or final month may be calculated based on the period during which the Service was active and SLA eligible.

Monthly Availability Percentage is calculated generally as:

Monthly Availability % = ((Total Eligible Minutes − Qualifying Downtime) ÷ Total Eligible Minutes) × 100

"Total Eligible Minutes" means the total number of minutes during the applicable measurement period for which:

• the Service was active.
• the Service was paid.
• the Service was not suspended.
• the Customer was entitled to use the Service; and
• the Service was otherwise eligible for SLA measurement.

For a Service with a 99.9% Monthly Availability Commitment, Hostwover's commitment permits no more than approximately 0.1% qualifying Downtime during the applicable measurement period before an SLA remedy may become available.

The exact number of permitted minutes depends on the number of minutes in the relevant month.

A Service is considered available when its relevant Hostwover-controlled infrastructure component is operational and capable of performing its core contracted function.

Availability is determined according to the type of Service involved.

"Qualifying Downtime" means a period during which an SLA-Covered Service is unavailable because of a failure within the infrastructure or Service component covered by Hostwover's availability commitment.

A problem qualifies as SLA Downtime only if it materially prevents the affected SLA-Covered Service from performing the availability function covered by this SLA.

A Customer website or application being unavailable does not automatically mean the underlying Hostwover infrastructure is unavailable.

The cause of the incident must be determined.

For an SLA-Covered Web Hosting Service, availability generally concerns the Hostwover-provided hosting platform and the ability of the platform to serve hosted content.

The following generally do not constitute Hostwover Web Hosting Downtime where the underlying hosting platform remains available:

• broken Customer code.
• plugin failures.
• theme failures.
• database-query errors caused by Customer software.
• application configuration errors.
• unsupported software.
• Customer file deletion.
• incorrect `.htaccess` configuration.
• application-level redirects.
• Customer-generated resource exhaustion; or
• similar Customer-controlled application problems.

A website being unavailable because of incorrect Customer-controlled DNS configuration does not constitute Hostwover hosting Downtime.

Website unavailability caused by an expired, suspended, deleted, or incorrectly configured domain does not constitute Web Hosting SLA Downtime.

For an SLA-Covered VPS, availability generally concerns the availability of the underlying Hostwover-supplied virtual server infrastructure.

Qualifying VPS Downtime may include circumstances where the VPS is unavailable because of a failure involving the covered:

• virtualization platform.
• physical host.
• Hostwover-controlled network path.
• platform power infrastructure; or
• another infrastructure component included within the applicable SLA.

A VPS is not considered unavailable under this SLA merely because the Customer's operating system:

• fails to boot due to Customer configuration.
• crashes because of Customer software.
• has an incorrect firewall configuration.
• consumes all available memory.
• consumes all available disk space.
• has a broken network configuration; or
• otherwise fails because of Customer-controlled actions.

Hostwover does not guarantee the availability of applications installed by the Customer merely because the VPS itself is SLA Covered.

Examples include:

• Nginx.
• Apache.
• Node.js.
• databases.
• Docker.
• Kubernetes.
• application servers.
• websites.
• APIs; and
• Customer-created software.

Where a Customer has root or administrator access, the Customer remains responsible for changes made through that access.

Customer administration errors are excluded from qualifying SLA Downtime.

For an SLA-Covered VDS, availability generally concerns the Hostwover-provided virtualized infrastructure and resources assigned to the VDS.

Operating-system and application failures caused by Customer-controlled configuration do not constitute infrastructure Downtime.

An SLA applying to a VDS concerns the contracted virtualized Service.

It does not convert a VDS into a physical dedicated server or create guarantees concerning physical hardware ownership.

Professional Email is covered by an availability commitment only where the applicable Hostwover plan expressly states that an SLA applies.

Even where Professional Email is SLA Covered, the SLA does not guarantee that every outgoing email will:

• reach the recipient.
• arrive within a specified period.
• avoid spam folders.
• pass third-party filtering.
• avoid reputation filtering; or
• be accepted by the recipient's mail provider.

Where an email Service has an availability SLA, the commitment concerns availability of the applicable covered email platform rather than successful delivery through every external mail system on the internet.

Google Workspace availability is primarily governed by the applicable Google Workspace service terms and Google's then-current Service Level Agreement for covered Google services.

Hostwover does not independently operate Google's core Google Workspace infrastructure.

Hostwover therefore does not convert a Google availability commitment into a separate broader Hostwover infrastructure guarantee.

Where:

• Google Workspace was purchased through Hostwover.
• an applicable Google SLA applies.
• the Customer qualifies for a service credit; and
• the applicable reseller process requires the request to proceed through Hostwover,

the Customer should submit the request to Hostwover within the period required by the applicable Google SLA.

Hostwover may then coordinate the qualifying claim through the applicable supply channel.

Any Google Workspace credit remains subject to:

• Google's applicable SLA.
• covered services.
• eligibility requirements.
• exclusions.
• claim requirements; and
• provider determination.

Hostwover cannot grant Google SLA compensation outside the applicable provider process.

Unless expressly stated otherwise, domain:

• registration.
• renewal.
• transfer.
• redemption; and
• registry operations

are not subject to the Monthly Availability Commitment in this SLA.

The successful registration of a domain depends on external:

• registrars.
• registries.
• registry protocols.
• domain availability.
• domain policies; and
• provider systems.

Hostwover does not guarantee continuous availability of those external systems.

Temporary inability to perform a domain search does not constitute SLA Downtime unless the domain-search Service itself is expressly identified as SLA Covered.

DNS Services are covered by this SLA only where Hostwover expressly identifies a specific DNS Service as SLA Covered.

Hostwover is not responsible under this SLA for outages caused solely by third-party DNS providers selected or configured by the Customer.

SSL/TLS certificate issuance and certificate-authority operations are not covered by a Hostwover Monthly Availability Commitment unless expressly stated otherwise.

Hostwover AI or AI-assisted functionality is subject to this SLA only where the applicable Service plan expressly states that an SLA applies.

Where an AI feature depends on an external model or infrastructure provider, provider outages may be subject to the Third-Party Services provisions of this SLA.

Hostwover APIs are SLA Covered only where the applicable API plan or agreement expressly states an availability commitment.

Valid API rate limiting does not constitute Downtime.

Unavailability resulting from the Customer reaching:

• API quota.
• storage quota.
• bandwidth allowance.
• resource limit.
• account limit; or
• other contracted usage limit

does not constitute qualifying SLA Downtime.

This SLA primarily concerns Service availability.

It does not create an independent guarantee concerning:

• page-load speed.
• CPU benchmark.
• database-query speed.
• disk benchmark.
• application latency.
• search-engine ranking.
• email delivery speed; or
• another performance measurement

unless expressly stated in the applicable Order.

A statement that a Service provides network connectivity up to a stated speed describes the applicable network capability or limit.

It does not necessarily guarantee continuously sustained throughput at the maximum rate.

Some Services may use shared:

• network infrastructure.
• storage.
• physical hosts.
• control systems; or
• other platform components.

The applicable product agreement defines the resources committed to the Customer.

Where specific CPU, memory, storage, or other resources are included in a plan, resource allocation is governed by the applicable product description and agreement.

Hostwover may use monitoring systems to determine Service availability.

Monitoring may include:

• infrastructure health checks.
• hypervisor information.
• network monitoring.
• application monitoring.
• server monitoring.
• provider status information.
• telemetry.
• logs; and
• external availability probes.

Hostwover may consider multiple sources when determining whether an incident qualifies as Downtime.

Customer reports may assist Hostwover in identifying incidents.

A Customer report alone does not conclusively establish qualifying Downtime.

Hostwover may investigate:

• incident timestamps.
• logs.
• monitoring.
• network information.
• server status.
• upstream-provider records.
• Customer configuration; and
• other relevant evidence

before determining SLA eligibility.

Internet availability may vary depending on geographic location and network provider.

Hostwover may use measurements from multiple reasonable monitoring points when determining whether an infrastructure outage occurred.

A Service being unreachable from only the Customer's local network does not necessarily constitute Hostwover Downtime.

Problems caused by the Customer's:

• ISP.
• mobile operator.
• office network.
• local router.
• VPN.
• firewall; or
• another local communications provider

are excluded.

General internet-routing failures outside Hostwover's and the relevant Upstream Provider's reasonable control may be excluded.

Qualifying Downtime generally begins when the covered Service actually becomes unavailable according to reliable evidence.

Qualifying Downtime generally ends when the covered Service is restored sufficiently to perform its core covered function.

Unless another measurement method is specified, qualifying Downtime may be calculated in minute-level increments.

Intermittent incidents may be aggregated where they result from the same continuing covered infrastructure failure and reliable measurements support aggregation.

A partial degradation is not automatically total Downtime.

Hostwover may consider:

• number of affected components.
• functional impact.
• number of affected Customers.
• affected region; and
• ability to use the core Service.

Where only one independent component of a multi-component Service is unavailable, SLA measurement may be limited to that component where appropriate.

Reasonable scheduled maintenance is excluded from qualifying SLA Downtime.

Scheduled maintenance may be performed to:

• install security updates.
• replace hardware.
• upgrade infrastructure.
• improve capacity.
• update software.
• perform network work.
• migrate systems.
• maintain reliability; or
• perform other necessary technical work.

Where reasonably practicable, Hostwover may provide advance notice of scheduled maintenance expected to materially affect a Service.

Unless an applicable product agreement states otherwise, Hostwover does not guarantee a specific minimum number of hours or days of advance maintenance notice.

Maintenance that does not materially interrupt the covered Service does not affect availability calculations.

Hostwover may perform emergency maintenance without advance notice where reasonably necessary to:

• mitigate a security threat.
• prevent broader failure.
• address hardware problems.
• address critical software defects.
• prevent data corruption.
• respond to active attacks; or
• protect Customers.

Reasonable emergency maintenance necessary to protect the Service may be excluded from qualifying Downtime.

Maintenance performed by an Upstream Provider may also be excluded where:

• Hostwover does not control the maintenance.
• the maintenance is reasonably necessary; and
• the applicable Service depends on that provider.

Downtime does not qualify for SLA compensation where it results from an applicable exclusion under this Agreement.

Excluded events include outages caused by:

• Customer configuration.
• Customer software.
• Customer scripts.
• Customer security settings.
• Customer firewall rules.
• Customer deletion.
• Customer administrator actions; or
• Customer misuse.

An outage or loss of access caused by:

• forgotten passwords.
• lost MFA devices.
• revoked Customer credentials.
• deleted SSH keys; or
• Customer account-management actions

does not constitute SLA Downtime.

Downtime caused by compromise of Customer credentials or Customer-managed software may be excluded unless the compromise resulted directly from a qualifying Hostwover infrastructure vulnerability.

Downtime caused by malware installed through Customer-controlled systems may be excluded.

Customer-generated exhaustion of:

• CPU.
• RAM.
• storage.
• inode limits.
• process limits.
• connections.
• bandwidth.
• database resources; or
• another contracted resource

does not constitute infrastructure Downtime.

Restrictions triggered because a Customer exceeds valid Service limits do not constitute qualifying Downtime.

Service suspension or restriction because of:

• non-payment.
• expired subscription.
• failed renewal; or
• unpaid invoice

is excluded.

Service suspension or restriction under the:

• Acceptable Use Policy.
• Acceptable Use Agreement.
• Abuse Handling Policy; or
• applicable law

does not constitute SLA Downtime.

Restrictions imposed because of reasonable:

• fraud detection.
• payment risk.
• identity verification.
• account security; or
• chargeback concerns

are excluded.

Downtime resulting from compliance with a valid:

• court order.
• governmental requirement.
• regulatory requirement; or
• other binding legal obligation

is excluded.

Downtime resulting from domain expiration is excluded.

Downtime caused by incorrect nameservers or DNS records is excluded where the configuration is controlled by the Customer or an unrelated third party.

Failure of a third-party application running on otherwise available Hostwover infrastructure is excluded.

Failure caused by Customer-controlled software updates is excluded.

Problems caused by unsupported or end-of-life software are excluded.

Downtime resulting from events beyond Hostwover's reasonable control may be excluded to the extent permitted by applicable law.

Such events may include circumstances such as:

• major natural disasters.
• war.
• civil disturbance.
• governmental actions.
• widespread power-grid failures.
• large-scale telecommunications failure.
• extraordinary internet infrastructure failure.
• labor disruption outside Hostwover's reasonable control; or
• similar extraordinary circumstances.

Failures involving significant portions of the public internet outside Hostwover-controlled infrastructure may be excluded.

Downtime caused by extraordinary denial-of-service or distributed-denial-of-service attacks may be excluded where:

• the attack exceeds reasonably available protection.
• the incident is outside Hostwover's reasonable control; or
• temporary mitigation is necessary to protect broader infrastructure.

Temporary restrictions reasonably necessary to contain an active:

• attack.
• compromise.
• malware outbreak.
• security vulnerability; or
• abuse incident

may be excluded.

Beta, preview, experimental, test, or early-access Services are not SLA Covered unless expressly stated otherwise.

Free Services are not SLA Covered unless Hostwover expressly states otherwise.

Free trials are not SLA Covered unless expressly included.

Development, staging, preview, or sandbox functionality may be excluded where it is not part of the SLA-Covered production Service.

Hostwover may rely on Upstream Providers to supply portions of a Service.

An Upstream Provider may include a:

• cloud provider.
• data center.
• registrar.
• registry.
• hosting provider.
• email provider.
• software provider.
• network provider.
• certificate provider.
• productivity provider; or
• other external supplier.

An SLA offered by an Upstream Provider to Hostwover does not automatically become a contractual SLA between Hostwover and the Customer.

Only commitments expressly incorporated into the Customer's Hostwover Service apply.

An Upstream Provider may use its own:

• availability calculation.
• exclusions.
• credit formula.
• claim period; or
• compensation method.

Those provider terms do not automatically determine Hostwover's Customer-facing SLA unless expressly incorporated.

Hostwover may rely on provider:

• incident reports.
• monitoring.
• status information.
• maintenance records; and
• SLA findings

when investigating a Customer claim.

Where an applicable third-party Service provides a specific SLA credit through Hostwover, Hostwover may pass through the applicable credit to the eligible Customer according to:

• provider rules.
• Customer eligibility.
• applicable Hostwover agreement; and
• amount actually applicable to the Customer's Service.

A Customer may not obtain duplicate compensation for the same Downtime through:

• a Hostwover SLA Credit.
• provider pass-through credit.
• refund.
• promotional credit; and
• another overlapping remedy

unless Hostwover expressly permits it or applicable law requires otherwise.

Unless:

• applicable law requires another remedy; or
• the applicable Order expressly states otherwise,

the Customer's contractual remedy under this SLA is an applicable Service Credit.

A "Service Credit" is credit applied to the Customer's Hostwover account or eligible future charges.

A Service Credit is not automatically a cash refund.

A Service Credit becomes potentially available when:

1. the Service is SLA Covered.
2. actual Qualifying Downtime exceeds the permitted Downtime under the applicable Monthly Availability Commitment.
3. no exclusion applies.
4. the Customer satisfies the claim requirements; and
5. Hostwover confirms the claim.

For calculation purposes:

Permitted Downtime = Total Eligible Minutes × (1 − Availability Commitment)

Excess Downtime = Qualifying Downtime − Permitted Downtime

If the result is zero or negative, no Service Credit is due.

Unless a specific Service provides another credit schedule, the standard Hostwover SLA Credit may be calculated proportionally according to the portion of the paid Service period represented by the confirmed Excess Downtime.

The standard calculation is:

Service Credit = Monthly Recurring Service Charge × (Excess Downtime ÷ Total Eligible Minutes)

The Monthly Recurring Service Charge means the recurring charge attributable to the affected SLA-Covered Service for the relevant month.

For annually billed Services, Hostwover may calculate the equivalent monthly recurring amount by allocating the applicable annual Service charge across the covered term.

The same principle may be used for:

• quarterly.
• semiannual.
• biennial; or
• other prepaid billing periods.

The Service Credit is based on the amount actually attributable to the Service after applicable discounts rather than an undiscounted list price.

Unless required otherwise by law, tax amounts do not increase the SLA Credit calculation.

Charges for unaffected:

• domains.
• licenses.
• software.
• storage add-ons.
• email.
• Workspace.
• support.
• backups; or
• other separate products

are not included in the affected Service Credit calculation.

Where only one Service is affected, the credit applies only to the affected Service.

Where a Customer operates multiple VPS or VDS instances and only one instance experiences qualifying Downtime, the credit is calculated using the charge attributable to the affected instance.

The same principle applies where a Customer maintains multiple hosting subscriptions.

Unless an applicable Order provides a different cap, total SLA Credits for a particular Service for a calendar month will not exceed 100% of the recurring charge attributable to that affected Service for that month.

Service Credits cannot create a negative invoice or cash balance unless Hostwover expressly agrees otherwise.

SLA Credits are generally:

• non-transferable.
• non-refundable for cash.
• applicable only to eligible Hostwover charges; and
• associated with the Customer account receiving the credit.

Mandatory legal rights are unaffected.

Hostwover may specify a reasonable validity period for a Service Credit when the credit is issued.

A Service Credit may be unavailable after the Customer voluntarily closes the account unless applicable law requires otherwise.

Except where Hostwover automatically issues a credit, the Customer must submit an SLA claim.

Claims may currently be submitted through:

Hostwover Support

Email: [email protected]

Website: hostwover.com

Suggested subject:

SLA Credit Request – [Service / Incident]

Unless a product-specific SLA establishes another deadline, an SLA claim should be submitted within 30 calendar days after the end of the calendar month in which the qualifying incident occurred.

Hostwover may reject claims submitted after the applicable claim period, except where:

• applicable law requires otherwise.
• Hostwover expressly extends the deadline; or
• exceptional circumstances reasonably justify review.

An SLA claim should include:

• Customer account.
• affected Service.
• server or Service identifier.
• affected domain where relevant.
• incident date.
• approximate start time.
• approximate end time.
• timezone.
• description of the incident.
• relevant support ticket.
• observed errors; and
• other reasonable evidence.

Customers should reference any support ticket opened during the outage.

Customer monitoring data may be submitted as supporting evidence.

Hostwover may compare it with Hostwover and provider monitoring information.

Screenshots alone may be insufficient where they do not establish:

• affected Service.
• duration.
• cause; or
• measurement accuracy.

Hostwover may investigate an SLA claim using available:

• monitoring.
• logs.
• support records.
• provider reports.
• system data.
• maintenance records; and
• Customer evidence.

Hostwover will make a reasonable determination concerning whether the incident qualifies under this SLA.

If a claim is approved, Hostwover may communicate:

• qualifying Downtime.
• applicable commitment.
• credit calculation.
• credit amount; and
• application of the credit.

If a claim is rejected, Hostwover may explain the principal reason where reasonably appropriate.

A Customer may ask Hostwover to reconsider an SLA determination where the Customer has additional material evidence.

This SLA primarily governs Service availability.

It does not establish a guaranteed support-response time unless an applicable support plan expressly states one.

General Customer-support practices remain governed by the Hostwover Customer Service Policy.

Hostwover may prioritize major infrastructure incidents according to:

• impact.
• number of Customers affected.
• security risk.
• Service criticality; and
• operational urgency.

A support response does not mean that the underlying incident has been fully resolved.

Hostwover does not promise that every incident will be completely resolved within a fixed period unless an applicable agreement expressly establishes such a commitment.

Hostwover may become aware of an incident through:

• automated monitoring.
• provider monitoring.
• Customer reports.
• security alerts.
• infrastructure notifications; or
• internal detection.

Hostwover may investigate:

• scope.
• cause.
• affected Services.
• potential security impact.
• restoration options.
• provider dependencies; and
• necessary remediation.

Hostwover may use temporary mitigation to restore or protect Services before a permanent resolution is available.

For significant incidents, Hostwover may communicate through:

• support tickets.
• email.
• dashboards.
• status pages.
• Service notifications; or
• other appropriate channels.

Where Hostwover maintains a public or Customer-facing status page, status information may be used as one source of incident information.

A status-page entry does not by itself determine whether the incident qualifies for SLA compensation.

The actual SLA criteria control.

Hostwover may prepare or publish a root-cause summary for significant incidents where appropriate.

Hostwover is not required to publish:

• security-sensitive details.
• provider-confidential information.
• Customer information.
• exploit details; or
• proprietary infrastructure information.

An uptime SLA does not constitute a backup guarantee.

Data loss is not measured as availability Downtime merely because the affected Service is SLA Covered.

Any backup, recovery, or data-loss obligations are governed separately by the applicable product agreement.

Customers should maintain appropriate independent backups for important data.

A snapshot or recovery feature does not guarantee that every possible version of Customer data can be recovered.

Hostwover may temporarily restrict or isolate a Service where necessary to protect:

• Customers.
• infrastructure.
• networks.
• data.
• providers; or
• the public.

Downtime caused by required isolation of a Customer Service after Customer-side compromise may be excluded.

Where a Hostwover-controlled security incident directly causes qualifying infrastructure unavailability, the incident may count toward Downtime unless another valid exclusion applies.

A Service suspended for violation of applicable Hostwover policies is not treated as unavailable for SLA purposes.

A Service suspended for non-payment is excluded.

A server intentionally stopped, powered off, suspended, or deleted by the Customer is excluded.

Downtime during maintenance requested or initiated by the Customer is excluded.

Downtime arising from a Customer-requested migration may be excluded unless Hostwover expressly commits otherwise.

Brief interruption reasonably necessary to perform a Customer-requested:

• upgrade.
• downgrade.
• resize.
• reinstallation.
• migration; or
• configuration change

may be excluded.

Downtime while a Customer-requested VPS or VDS rebuild or reinstall is being performed is excluded.

Time required for Customer-selected operating-system installation is not Service Downtime.

Initial provisioning time is not normally included in availability measurement until Hostwover confirms that the Service has been activated.

A failure to provision an ordered Service is handled under the applicable:

• product agreement.
• Customer Service Policy; and
• Refund Policy

rather than as Monthly Availability Downtime before activation.

Hostwover may publish a product-specific SLA containing additional commitments.

Where a product-specific SLA expressly conflicts with this general SLA, the more specific SLA applies to the affected Service.

Enterprise Customers may receive individually negotiated availability commitments.

The signed or accepted enterprise agreement governs those commitments.

A custom Order may provide a different:

• availability percentage.
• credit formula.
• claim period.
• credit cap; or
• exclusion list.

Potential SLA Status: Covered where the purchased Hostwover Web Hosting plan expressly states a Hostwover uptime SLA.

Where the plan states "99.9% uptime SLA", the 99.9% Monthly Availability Commitment applies under this Agreement unless another percentage is specified.

Potential SLA Status: Covered where the purchased Hostwover VPS plan expressly states a Hostwover uptime SLA.

Where the plan states "99.9% uptime SLA", the 99.9% Monthly Availability Commitment applies to the covered infrastructure layer.

Potential SLA Status: Covered where the purchased Hostwover VDS plan expressly states a Hostwover uptime SLA.

Where the plan states "99.9% uptime SLA", the 99.9% Monthly Availability Commitment applies to the covered infrastructure layer.

SLA Status: Subject to the commitment expressly stated for the applicable Professional Email product, if any.

Provider-level availability commitments do not automatically become independent Hostwover commitments.

SLA Status: Subject primarily to Google's then-current SLA for eligible Google Workspace Covered Services and the applicable reseller claim process.

Hostwover will reasonably assist qualifying Customers with claims that must be submitted through the reseller channel.

SLA Status: No general monthly uptime commitment unless Hostwover expressly identifies a specific domain-related Service as SLA Covered.

SLA Status: No general SLA unless a specific Hostwover DNS product expressly provides one.

SLA Status: No general monthly uptime SLA unless expressly stated.

SLA Status: No general availability commitment unless the relevant AI plan expressly states one.

SLA Status: Subject to the applicable API plan where an SLA is expressly included.

Features included free of charge are not independently SLA Covered unless expressly stated.

Hostwover may select infrastructure providers that maintain their own service-level commitments.

Such commitments may help Hostwover deliver reliable Services but do not independently expand this SLA.

The availability commitment shown by Hostwover in the Customer's applicable:

• product page.
• Order.
• agreement; or
• quotation

determines Hostwover's Customer-facing commitment.

Changing an Upstream Provider does not automatically change the Customer's Hostwover SLA.

If an Upstream Provider changes its SLA, Hostwover may adjust future Hostwover product offerings where necessary.

Existing Customer commitments will be handled according to the applicable contract and law.

An Upstream Provider offering a higher SLA does not automatically increase the Customer's Hostwover SLA.

This SLA represents a defined availability commitment for eligible Services.

It is not a representation that the internet or any Service will operate without interruption.

Hostwover does not guarantee 100% availability unless a specific agreement expressly states such a guarantee.

Normal performance variations do not constitute Downtime where the core covered Service remains operational.

To the extent permitted by applicable law, Service Credits provided under this SLA are the contractual remedy specifically associated with failure to meet the applicable availability commitment.

Nothing in this SLA eliminates rights or remedies that cannot legally be excluded under applicable law.

SLA Credits do not represent compensation for indirect commercial losses such as:

• lost profits.
• lost sales.
• advertising costs.
• reputation damage.
• missed opportunities; or
• contractual penalties owed by the Customer to third parties.

Any broader liability is governed by the Hostwover Terms of Service and applicable law.

Customers operating critical systems should implement appropriate business-continuity measures.

These may include:

• backups.
• monitoring.
• redundancy.
• failover.
• multiple DNS servers.
• geographic redundancy.
• replicated databases; or
• other measures appropriate to the Customer's risk.

An SLA does not turn a single VPS or VDS into a high-availability multi-node architecture.

Customers requiring fault tolerance should design an appropriately redundant architecture.

Where Hostwover sells a specific high-availability or redundant architecture, the applicable Order may contain separate SLA provisions.

Hostwover may update this SLA to reflect:

• Service changes.
• infrastructure changes.
• provider changes.
• monitoring improvements.
• new products.
• legal requirements; or
• operational developments.

Hostwover will not use a general website update to retroactively remove a specific contractual availability commitment where applicable law or the governing agreement prevents such a change.

Where required by applicable law or contract, Hostwover may provide appropriate notice of material SLA changes.

Changing the SLA for future purchases does not necessarily change the SLA applicable to an existing prepaid Service term.

This SLA forms part of the Hostwover legal framework where applicable to an SLA-Covered Service.

The Customer Service Policy governs support practices.

This SLA governs specific availability commitments.

The two should not be interpreted as the same document.

An SLA Credit is different from a refund.

Refund eligibility is governed by the Hostwover Refund Policy.

The VPS Agreement governs VPS use, billing, administration, and other product-specific matters.

This SLA applies only to the availability commitment expressly included with the VPS plan.

The same principle applies to VDS Services.

Web Hosting remains subject to its Web Hosting Agreement in addition to this SLA where the purchased plan is SLA Covered.

Google Workspace remains subject to the Google Workspace Agreement and applicable Google terms.

Mandatory Upstream Provider terms may apply to the underlying infrastructure or platform.

Where an applicable product-specific agreement expressly establishes a different SLA term, the more specific term controls for that Service.

For purposes of this SLA:

• "Availability Commitment" means the percentage of monthly availability expressly committed for an SLA-Covered Service.
• "Customer" means the person or entity purchasing or using the applicable Hostwover Service.
• "Downtime" means a period of qualifying unavailability under this SLA.
• "Excess Downtime" means confirmed Qualifying Downtime exceeding the permitted amount under the applicable Availability Commitment.
• "Hostwover" means the Hostwover brand and the applicable legal person operating the Service.
• "Monthly Availability Percentage" means the availability calculation described in this SLA.
• "Order" means the applicable accepted checkout transaction, quotation, invoice, or other order document identifying the purchased Service.
• "Qualifying Downtime" means confirmed Service unavailability caused by a covered condition and not excluded under this SLA.
• "Service" means a product or service provided, sold, resold, managed, or made available through Hostwover.
• "Service Credit" means a credit issued under this SLA for qualifying availability failure.
• "SLA-Covered Service" means a Service expressly identified as being subject to this SLA or another specified Hostwover availability commitment.
• "Upstream Provider" means an infrastructure, cloud, hosting, email, software, network, registrar, registry, or other provider involved in delivering a Service.

Hostwover's SLA framework is based on these principles:

1. An SLA applies only where Hostwover expressly says it applies.
2. A general marketing statement should not accidentally create an unlimited availability guarantee.
3. Where an SLA Covered Service has no separately stated percentage, the standard commitment is 99.9%.
4. Availability is generally measured monthly.
5. Infrastructure availability is different from Customer application availability.
6. Customer configuration problems are not infrastructure Downtime.
7. Domains and third-party platforms do not automatically inherit Hostwover infrastructure SLAs.
8. Scheduled and necessary emergency maintenance may be excluded.
9. Customer policy violations and non-payment are excluded.
10. Qualifying SLA Credits apply only after Downtime exceeds the permitted threshold.
11. Credits apply only to the affected Service.
12. SLA compensation does not automatically become a cash refund.
13. Customers must normally submit claims within the applicable claim period.
14. Hostwover may use infrastructure monitoring and provider evidence to validate claims.
15. Provider SLAs do not automatically become Hostwover Customer SLAs.
16. Google Workspace provider-level claims remain subject to Google's applicable SLA process.
17. Support response times are separate from infrastructure uptime.
18. Data backup and recovery commitments are separate from availability commitments.
19. Customers operating critical workloads should use appropriate redundancy.
20. Mandatory applicable law remains unaffected.

To submit an SLA claim:

Hostwover Support

Email: [email protected]

Website: hostwover.com

Suggested subject:

SLA Credit Request – [Service / Incident]

Include:

• Customer account.
• affected Service.
• server or subscription identifier.
• incident date.
• start and end times.
• timezone.
• relevant support-ticket reference; and
• available evidence.

Do not send:

• passwords.
• private keys.
• authentication codes; or
• unnecessary sensitive information.

This Service Level Agreement is effective from the date stated above.

It applies only to Services that are expressly identified as SLA Covered on or after the applicable effective date or otherwise contractually incorporated into this SLA.

END OF SERVICE LEVEL AGREEMENT