Service Level Agreement (SLA)

1. Scope

This Service Level Agreement (SLA) applies to Cloud Hosting, WordPress Hosting, Root VPS, Managed VPS and Virtual Desktop services ordered from RE:HOST. Each service is measured and credited separately. It forms part of the Terms of Service.

Domain registration and DNS depend on registries and registrars outside our control, and WordPress Care is a human-delivered service, so none of them carries an uptime commitment under this SLA. Free, trial, sandbox and free subdomain (rehost.club) services are not covered either.

2. Uptime commitment

RE:HOST commits to a Monthly Uptime Percentage of at least 99.9% for each covered service in every calendar month (Asia/Tbilisi time). In a 30-day month, 99.9% allows up to about 43 minutes of Downtime. The commitment is measured per calendar month, never averaged over a year, so one bad month cannot be offset by good ones.

3. How uptime is measured

Monthly Uptime Percentage = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.

Downtime is the time during which a covered service cannot be reached because of a failure of the server it runs on or of RE:HOST's own network, as detected by our monitoring on consecutive checks and confirmed by RE:HOST. For a hosting account this means your websites and cPanel are unreachable; for a VPS or Virtual Desktop it means the server itself is unreachable. For a service that was provisioned or ended part-way through a month, only the days it was active are counted.

4. Exclusions

The following are not counted as Downtime:

• Scheduled maintenance announced at least 24 hours in advance by email or in the dashboard.
• Emergency maintenance needed to protect the security of the infrastructure, where a notice in advance is not possible.
• Problems caused by you: your website code, plugins, software, operating system, configuration, firewall rules, exceeding your plan's resource limits, or actions such as a reboot, reinstall, rescue mode or resize.
• DDoS or other attacks against the service, and suspension for non-payment or a breach of the Terms of Service.
• Outages outside RE:HOST's own network, such as the internet at large or third-party providers, and force majeure under the Terms of Service.

5. Service credits

If the Monthly Uptime Percentage of a service falls below 99.9%, you are entitled to a service credit, calculated as a share of the monthly fee of the affected service:

The monthly fee is the price of the affected service for that month; for a longer prepaid term it is the price paid divided by the number of months in the term, and for hourly billing it is the amount billed for that month. One-off charges and domains are not included.

Service credits are the sole and exclusive remedy for not meeting this SLA. They are never paid out in cash. An approved credit is added to your account balance and can be used to pay invoices. The credit for one service in one month cannot exceed 30% of that month's fee.

6. How to claim a credit

Credits are not applied automatically. To claim one:

1. Open a support ticket from your dashboard, in the Billing department, within 30 days after the end of the month in which the Downtime occurred.
2. State the affected service, the dates and times of the Downtime, and a short description of what you saw.
3. We check the claim against our monitoring records and reply in the ticket. If it is approved, the credit is added to your account balance.

A claim that is not submitted within this period is waived.

7. Relationship to the Terms of Service

This SLA is part of the Terms of Service and does not change them. Service credits count towards RE:HOST's limitation of liability. RE:HOST may update this SLA; a change applies to calendar months that begin after the updated version is published.

Questions about this SLA can be sent through the contact form or a support ticket. Contact Us

Read the full Terms of Service