Service Level Agreement

This Service Level Agreement ("SLA") describes the uptime commitment for eligible HostPowr hosting services and the service credits available if we do not meet it. This SLA forms part of the HostPowr Terms of Service. It is the sole and exclusive remedy for any service availability issue.

1. Uptime Commitment

1.1 We aim to provide a network and server uptime of 99.9% per calendar month for eligible services.
1.2 "Uptime" means the availability of our servers and network, measured by HostPowr's monitoring systems, excluding the situations listed in Section 4.

2. Eligible Services

2.1 This SLA applies to shared, WordPress, and eligible managed hosting plans.
2.2 It does not apply to free services, trial accounts, beta features, domains, or third-party services.
2.3 You must be in good standing, with all invoices paid and no breach of our Terms or Acceptable Use Policy, to be eligible.

3. Service Credits

3.1 If monthly uptime falls below 99.9% due to our fault, you may request a service credit.
3.2 Service credits are calculated as a percentage of your monthly fee for the affected service:

99.0% – 99.89% uptime → 5% credit
95.0% – 98.99% uptime → 10% credit
Below 95.0% uptime → 25% credit

3.3 Service credits are applied as account credit only toward future services. They are not, and will never be, cash refunds.
3.4 The total credit in any month will not exceed the monthly fee paid for the affected service.

4. Exclusions

The uptime commitment does not apply to downtime caused by:

Scheduled or emergency maintenance (we aim to notify in advance where possible)
Your applications, scripts, themes, plugins, code, or misconfiguration
Exceeding your plan's resource limits or violating the Acceptable Use Policy
Suspension or termination for breach or non-payment
Issues with third-party networks, services, software, or your own internet connection
DNS, domain, or registrar issues outside our infrastructure
DDoS attacks, hacking, or security incidents affecting your account
Force majeure — events outside our reasonable control (natural disasters, power grid failures, upstream provider outages, government actions, etc.)
Your request or actions

5. How to Claim a Credit

5.1 Credit requests must be submitted to hello@hostpowr.com within seven (7) days of the incident.
5.2 Your request must include your account details, the affected service, and the date and duration of the downtime.
5.3 Eligibility and uptime are determined by HostPowr's monitoring records, which are the authoritative measure.
5.4 Credits are not applied automatically — you must request them within the window above, or the claim is waived.

6. Limitations

6.1 Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment.
6.2 This SLA does not entitle you to cash refunds, compensation for indirect or consequential losses, or any remedy beyond the credits described here.
6.3 This SLA is subject to the limitation of liability in our Terms of Service.

7. Changes

We may update this SLA from time to time. The current version is always posted on our website and applies to your ongoing use of our services.

8. Contact

Email: hello@hostpowr.com

Last updated: June 2026

2. Eligible Services

2.1 This SLA applies to shared, WordPress, and eligible managed hosting plans.

2.2 It does not apply to free services, trial accounts, beta features, domains, or third-party services.

2.3 You must be in good standing, with all invoices paid and no breach of our Terms or Acceptable Use Policy, to be eligible.

3. Service Credits

3.1 If monthly uptime falls below 99.9% due to our fault, you may request a service credit.

3.2 Service credits are calculated as a percentage of your monthly fee for the affected service:

99.0% – 99.89% uptime → 5% credit

95.0% – 98.99% uptime → 10% credit

Below 95.0% uptime → 25% credit

3.3 Service credits are applied as account credit only toward future services. They are not, and will never be, cash refunds.

3.4 The total credit in any month will not exceed the monthly fee paid for the affected service.

4. Exclusions

The uptime commitment does not apply to downtime caused by:

Scheduled or emergency maintenance (we aim to notify in advance where possible)

Your applications, scripts, themes, plugins, code, or misconfiguration

Exceeding your plan's resource limits or violating the Acceptable Use Policy

Suspension or termination for breach or non-payment

Issues with third-party networks, services, software, or your own internet connection

DNS, domain, or registrar issues outside our infrastructure

DDoS attacks, hacking, or security incidents affecting your account

Force majeure — events outside our reasonable control (natural disasters, power grid failures, upstream provider outages, government actions, etc.)

Your request or actions

5. How to Claim a Credit

5.1 Credit requests must be submitted to hello@hostpowr.com within seven (7) days of the incident.

5.2 Your request must include your account details, the affected service, and the date and duration of the downtime.

5.3 Eligibility and uptime are determined by HostPowr's monitoring records, which are the authoritative measure.

5.4 Credits are not applied automatically — you must request them within the window above, or the claim is waived.

6. Limitations

6.1 Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment.

6.2 This SLA does not entitle you to cash refunds, compensation for indirect or consequential losses, or any remedy beyond the credits described here.

6.3 This SLA is subject to the limitation of liability in our Terms of Service.