Uptime and SLA
99% uptime per year,
with a credit if we fall short
For hosting and VPS we commit to at least 99% uptime per year, which means at most about 87 hours of downtime in a year. If we miss it, you can request a credit proportional to the downtime above that limit.
Availability levels and credits
Uptime is calculated per year (12 months) for the affected service. The examples below show how the credit is calculated.
| Annual uptime | Equivalent downtime (per year) | Credit |
|---|---|---|
| 99% – 100% | up to ~87 hours | – |
| below 99% | over ~87 hours | credit on request |
| below 99% (ex. 1) | ~97 hours (10 hours over the limit) | proportional, 10 hours |
| below 99% (ex. 2) | ~111 hours (24 hours over the limit) | proportional, 24 hours |
| Exclusions | announced maintenance, causes on the customer's side, force majeure | not counted |
The credit is calculated from the price of the affected service, in proportion to the downtime beyond ~87 hours per year, and is applied to the next invoice. It is not paid out in cash and does not exceed one month's value. It does not apply to domains, SSL certificates or third-party licenses.
Definitions
- Availability
- The share of a year (12 months) during which the service responds and works as described in the plan specifications.
- Downtime
- The period when the service does not respond or more than half of the requests fail because of HostON infrastructure. It must be confirmed by our monitoring or by the server logs.
- Exclusions
- Not counted: maintenance announced at least 24 hours ahead on status.hoston.ro or by email, problems caused by the client's code, configuration or content, suspensions for non-payment or abuse, exceptionally large attacks and force majeure.
- Credit
- A reduction applied to the next invoice for the affected service, after the incident is confirmed.
How to claim the credit
- 01
Open a ticket from the client area within 7 days of the incident at the latest.
- 02
Write the affected service and the approximate period (date and time) when it was not working.
- 03
We check the monitoring and logs within 3 working days at most and reply in the ticket.
- 04
If the downtime is confirmed, the credit appears on the service's next invoice.
status.hoston.ro
View service status
At status.hoston.ro, where we publish service status, incidents and scheduled work.
Frequently asked questions
To hosting (web, WordPress, eCommerce, Web Performance, reseller) and VPS servers. It does not apply to domains, SSL certificates and third-party licences.
No. You request it by ticket within 7 days of the incident. After checking, we apply it to the next invoice.
No, if it was announced at least 24 hours in advance. We publish scheduled work at status.hoston.ro.
It is not covered by the SLA, because the problem comes from the site's code or configuration. We will still help you find the cause by ticket.
No. The SLA credit is applied only as a discount on the next invoice and does not exceed the value of one month of service. The right of withdrawal and the money-back guarantee have their own rules, separate from this.
At status.hoston.ro, where we publish service status, incidents and scheduled work.
