1. SCOPE AND ELIGIBILITY
1.1 This Service Level Agreement (SLA) applies to active, paid Hostly VPS and Game Hosting services only when the order does not expressly provide a different SLA. Dedicated servers and custom products are covered only if their order explicitly incorporates this SLA.
1.2 Free trials, beta features, complimentary services, community tools, and unpaid or suspended subscriptions have no service-credit entitlement.
1.3 This SLA covers availability of Hostly-controlled hosting infrastructure, not the successful functioning of Customer Content, third-party applications, game client software, or internet routes outside Hostly's control.
2. AVAILABILITY OBJECTIVE
2.1 For eligible Services, Hostly targets 99.9% monthly infrastructure availability, measured per calendar month.
2.2 Availability percentage equals (total eligible minutes minus qualifying unavailable minutes) divided by total eligible minutes, multiplied by 100.
2.3 A qualifying outage is a continuous period of at least five (5) minutes during which the relevant paid service cannot be reached due to a verified failure of Hostly-controlled infrastructure. Hostly will reasonably consider monitoring records, network data and customer evidence.
2.4 This SLA does not guarantee latency, packet loss, DDoS immunity, game-player counts, application performance, data durability, or time to resolution.
3. EXCLUDED EVENTS
3.1 Unavailability caused by announced scheduled maintenance or emergency maintenance reasonably required to secure or preserve the platform, provided notice is given when reasonably practicable.
3.2 Customer or end-user configuration, malware, abusive activity, exhausted quotas, customer-requested changes, unpaid invoices, suspended services, and outages of third-party software or internet networks beyond Hostly's reasonable control.
3.3 Force majeure events and attacks or upstream failures outside the available mitigation or infrastructure capacity, to the extent not caused by Hostly's failure to meet an express obligation.
3.4 A DDoS attack is not automatically an exclusion merely because it is an attack; a claim is assessed against the actual cause of downtime and Hostly's contractual obligations.
4. SERVICE CREDITS
4.1 If qualifying monthly availability is at least 99.9%, no credit is due.
4.2 If availability is at least 99.0% but below 99.9%, the eligible credit is 10% of the affected Service's base monthly recurring fee.
4.3 If availability is at least 95.0% but below 99.0%, the eligible credit is 25% of that base fee.
4.4 If availability is below 95.0%, the eligible credit is 50% of that base fee.
4.5 Credits are non-cash account credits for future invoices, are not transferable, exclude taxes, one-time fees, overages and add-ons, and may not exceed 50% of the affected Service's monthly base fee for the month. Mandatory remedies under applicable law remain unaffected.
5. CLAIM PROCESS AND LIMITS
5.1 A claim must be submitted via an authenticated ticket within seven (7) days after the end of the affected calendar month, identifying the service, UTC timestamps, symptoms, and supporting evidence.
5.2 Hostly may request reasonable diagnostic information and will evaluate the claim in good faith using relevant technical evidence. Credit decisions and calculation will be recorded in the ticket.
5.3 A credit is not automatically applied. To the extent permitted by law, an approved SLA credit is the sole contractual service-level credit for the same qualifying outage and cannot be stacked with another promotional or support credit for the same event.
5.4 Nothing in this SLA limits non-waivable statutory remedies or supersedes a separately signed enterprise SLA.
CONTACT
For service-related questions, open an authenticated support ticket at hostly.network. This policy is incorporated into the Terms of Service only when published and applicable.
HOSTLY US, LLC 1209 MOUNTAIN ROAD PL NE STE N ALBUQUERQUE, NM 87110 UNITED STATES