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Our Commitment: At TheHostingDirectory, we are committed to providing our customers with the highest levels of service. This Service Level Agreement (SLA) outlines our commitments and guarantees regarding the availability and performance of our services.
Service AvailabilityLink to this section
99.9%Uptime Guarantee
We guarantee that our services will be available 99.9% of the time in any given monthly billing period, excluding scheduled maintenance and events beyond our control.
24/7 SupportLink to this section
24/7Available Support
Our support team is available around the clock to assist with any issues or questions you may have via support portal, email, or phone.
Service CreditsLink to this section
In the event of service unavailability, customers are entitled to claim service credits based on the duration of the downtime:
| Downtime | Service credit |
|---|---|
| Up to 1 hour | No Credit |
| 1 to 4 hours | 5% Credit |
| 4 to 8 hours | 10% Credit |
| More than 8 hours | 20% Credit |
Important: To claim service credits, customers must contact our support team within 7 days of the downtime incident.
MaintenanceLink to this section
We schedule regular maintenance to ensure the optimal performance and security of our services. Maintenance windows will be communicated to customers at least 24 hours in advance. During these windows, our services may be temporarily unavailable.
Response TimesLink to this section
| Issue type | Response time |
|---|---|
| Critical Issues | 30 minutes |
| Non-Critical Issues | 4 hours |
Customer ResponsibilitiesLink to this section
- Contact Information: Keep contact info up-to-date
- Account Security: Maintain credential security
- Issue Reporting: Report issues promptly
ExclusionsLink to this section
This SLA does not apply to:
- Service interruptions caused by customer actions or inactions
- Service interruptions resulting from third-party services or products
- Service interruptions due to events beyond our control, such as natural disasters or network outages
- Scheduled maintenance windows
Changes to this SLALink to this section
We reserve the right to modify this SLA at any time. Changes will be effective upon posting to our website. We will notify customers of significant changes via email.
Questions?Link to this section
If you have any questions or concerns about this SLA, please contact us.