SLA

Last updated: October 11, 2026

This Service Level Agreement (“SLA”) describes the uptime commitment and support targets for eligible services provided by HB web hosting and forms part of our Terms of Service.

1. Uptime Commitment

We target a monthly network uptime of 99.9% for eligible VPS, dedicated, and shared hosting services, measured on our network and host infrastructure.

2. Measurement

Uptime is calculated monthly as the percentage of total minutes in the month during which the service was available. Availability is monitored by our systems. Scheduled maintenance is excluded where reasonable advance notice is given.

3. Exclusions

Uptime commitments do not apply to outages caused by:

  • Factors outside our reasonable control (force majeure, upstream network or power failures).
  • Your software, configuration, content, or actions, or those of a third party you engage.
  • Scheduled maintenance performed with reasonable notice.
  • Denial-of-service attacks or abuse directed at your service.
  • Services that are suspended for non-payment or policy violations.

4. Service Credits

If we miss the uptime commitment and you submit a valid claim, you may be eligible for a service credit against your next invoice, based on the monthly availability achieved:

  • 99.0% – 99.89%: credit of 10% of the monthly fee.
  • 98.0% – 98.99%: credit of 25% of the monthly fee.
  • Below 98.0%: credit of 50% of the monthly fee.

Credits are applied to eligible monthly fees for the affected service and are the sole remedy under this SLA. Credits are capped at the amount paid for the affected month.

5. Support Targets

  • Sales and general enquiries: response within 1 business day.
  • Technical support: initial response within 4 hours.
  • Critical service-impacting incidents: initial response within 1 hour.

Support is available 24/7 by email and ticket for critical incidents.

6. Claiming a Credit

To request a service credit, email support@hb-webhosting.com within 14 days of the incident with your account details and a description of the outage. Approved credits appear on a subsequent invoice.

7. Contact

Questions about this SLA? Email support@hb-webhosting.com.