This Service Level Agreement (SLA) sets out the uptime guarantees of IPHOST services, the credits granted when these guarantees are not met and how to claim them. It supplements the Terms and Conditions (sections 9 and 10) and forms an integral part of them.
1. Definitions
- Uptime – the percentage of time in a calendar month during which the service is available.
- Downtime – a continuous period of at least 5 minutes during which the service is unavailable because of IPHOST infrastructure (servers, virtualization nodes, network, power), as recorded by the IPHOST monitoring system. Interruptions shorter than 5 minutes are not counted.
- Service credit – an amount added to the client's account balance as compensation for downtime.
- Monthly fee – the monthly price of the affected service; for services paid for several months, the price of the period divided by the number of months.
2. Uptime guarantees
Uptime is calculated separately for each service, for each calendar month.
| Service | Guaranteed uptime | Allowed downtime (30-day month, approx.) |
|---|---|---|
| Shared web hosting | 99.9% | 43 minutes |
| VPS and VDS | 99.9% | 43 minutes |
| Dedicated servers | 99.9% | 43 minutes |
| Colocation – power, equipment with two power supplies (2PSU) | 99.98% | 8 minutes |
| Colocation – power, equipment with a single power supply (1PSU) | 99.0% | 7 hours 12 minutes |
| Colocation – internet connectivity contracted from IPHOST | 99.95% | 21 minutes |
| DNS hosting | 99.95% | 21 minutes |
Internet connectivity contracted from other carriers for colocation services has no uptime guarantee.
3. What the guarantee covers
- Shared web hosting: the server, operating system, web server, database and e-mail services managed by IPHOST.
- VPS, VDS and dedicated servers: IPHOST infrastructure – physical hardware, the virtualization node, network and power. For unmanaged services, the guarantee does not cover the operating system, control panel and applications installed or managed by the client.
- Colocation: power and, if contracted from IPHOST, internet connectivity, as shown in the table above.
- DNS: responses of the IPHOST DNS servers for the domains hosted on them.
4. Service credits
If the uptime of a service in a calendar month is below the guarantee in section 2, the client receives a credit calculated from the monthly fee of the affected service:
| Uptime in the month | Credit |
|---|---|
| below the guarantee, but at least 99.5% | 5% |
| below 99.5%, but at least 99.0% | 10% |
| below 99.0%, but at least 95.0% | 25% |
| below 95.0% | 50% |
- The maximum credit for one service in one month is 50% of that service's monthly fee.
- The credit is added to your IPHOST account balance and used for your next invoices. It is not paid out in cash, cannot be transferred to another account and is not a refund under the Refund Policy.
- Downtime within the same month is added up; the credit is calculated once per month, for each service.
Example: a service costing 20.00 per month in your billing currency is unavailable for 58 minutes in a 30-day month. Uptime is 99.87%, below the 99.9% guarantee, so the credit is 5%, that is 1.00.
5. How to claim a credit
- Open a support ticket from your client area no later than 30 days after the end of the month in which the downtime occurred.
- State the affected service, and the date, time and approximate duration of the downtime.
- We check the downtime in our monitoring system and reply within 5 business days. If the claim is confirmed, the credit appears in your account balance.
Credits are not granted automatically, only at the client's request.
6. Response and resolution times
| Type of request | Response | Resolution |
|---|---|---|
| Critical (e.g., the server is completely unavailable) | within 30 minutes | within 4 hours |
| Non-critical (e.g., degraded performance) | within 2 hours | within 24 hours |
| General request | within 24 hours | – |
7. Exclusions
The following are not downtime and are not included in the uptime calculation:
- scheduled maintenance announced at least 24 hours in advance, and urgent security updates lasting no more than 15 minutes;
- DDoS and other cyberattacks targeting the client's service;
- issues caused by the client's configuration, changes or actions;
- failures of third-party software, applications or services installed or managed by the client;
- suspension of the service for unpaid invoices or for breach of the Acceptable Use Policy;
- internet connectivity provided by other carriers;
- force majeure events, including natural disasters, actions of public authorities, armed conflicts and major internet infrastructure outages.
8. Uptime measurement
Uptime is measured by the IPHOST internal monitoring system. If you notice downtime, let us know right away with a support ticket, even if you do not claim a credit.
9. Relationship with other documents
This SLA supplements the Terms and Conditions. For uptime guarantees and the calculation of credits, the provisions of this SLA prevail. IPHOST may change this SLA; the version in force is the one published on this page.
Last updated: 26 September 2026.