SLA and Support Policy

The SLA applies only to plans that explicitly include it. Availability is measured by HOSTUVO over the monthly billing period at the layer relevant to the service.

Website claims must match the current product record in the billing system.

Measurement excludes accepted planned maintenance, force majeure, Customer actions or configuration, attacks beyond reasonable protection, external DNS or registry failures outside HOSTUVO’s control and suspension under the Terms.

An SLA claim should include the service ID and incident time and be submitted within 14 days. Once verified, a service credit follows the current plan schedule and does not exceed the fee for the affected period unless law requires otherwise.

P1 means production outage or an active security incident, P2 material degradation, P3 a non-critical defect and P4 a question or change. Target first-response times depend on the purchased plan and are not guaranteed resolution times.