1. Scope
This SLA applies to web hosting, email hosting and authoritative DNS services sold by NamelyHost. It does not apply to domain registration (which is subject to registry availability) or to SSL issuance (which is subject to the certificate authority's own timeline).
2. Uptime targets
| Service | Monthly uptime target | Measurement |
|---|---|---|
| Web hosting (shared) | 99.9% | HTTP check every 60s |
| Web hosting (dedicated) | 99.95% | HTTP check every 60s |
| Email hosting | 99.9% | SMTP + IMAP check every 60s |
| Authoritative DNS | 99.99% | Anycast resolver check every 30s |
| Control Panel | 99.5% | HTTPS check every 60s |
3. How we measure
We run external checks from multiple geographic regions. An "outage" is a period of at least 5 consecutive minutes during which the service fails the check from at least two regions. Planned maintenance announced at least 48 hours in advance is excluded.
4. Service credits
| Monthly uptime | Credit |
|---|---|
| Below target but above 99.0% | 10% of the month's fee |
| 99.0% to 98.0% | 25% of the month's fee |
| Below 98.0% | 50% of the month's fee |
Credits are applied against your next invoice and cannot exceed 50% of one month's fee.
5. Exclusions
The SLA does not apply to downtime caused by: force majeure, customer-caused issues (including code errors, exceeding resource limits or violating the AUP), third-party networks or DNS outside our control, or planned maintenance. Beta services and free add-ons are out of scope.
6. How to claim a credit
Open a billing ticket within 30 days of the month in question, referencing the outage date(s). We will verify against our monitoring logs and credit your account within 10 business days.
7. Support response times
| Severity | First response | Target resolution |
|---|---|---|
| Critical (service down) | 30 minutes | 4 hours |
| High (degraded) | 2 hours | 8 hours |
| Normal | 8 hours | 2 business days |
| Low / informational | 1 business day | 5 business days |