HF-LGL-03 · SERVICE LEVEL AGREEMENT
Service Level Agreement
EFFECTIVE
2026-07-16
This is the promise with numbers in it. Hostfluency targets 99.5% monthly uptime for every hosted site. When we miss it, you get a credit — a real percentage of that month’s fee, on a sliding scale that reaches 100%. No claim forms in triplicate, no “network weather” excuses; just the monitoring logs and the table in §3.
Last updated July 16, 2026 · Version 1.0 · Governed by the laws of California, United States
§1The promise
We target 99.5% uptime for your hosted site in every calendar month. Over a 30-day month that allows at most about 3 hours 36 minutes of downtime.
We run our own hardware, so we won’t pretend to offer the five-nines of a hyperscale cloud. What we offer instead is a number we actually hit, and money back — automatically calculated, no lawyering required — when we don’t (see §3).
§2How we measure
Uptime is measured per calendar month by external monitoring — independent probes outside our own network that request your site roughly every minute.
Your site counts as down when those probes can’t reach it or receive server errors, from the first failed check until the first successful one. Slowness alone isn’t downtime, though we care about that too.
Monthly uptime is the minutes your site was up, divided by the total minutes in the month, excluding only the periods listed in §5.
§3Service credits
When measured monthly uptime falls below the target, you’re entitled to a credit against your next invoice. Hover a tier to see the gauge fill to what we owe you:
Credit is a percentage of that month’s plan fee, applied to your next invoice.
The downtime figures assume a 30-day month. A month’s credits can’t exceed 100% of that month’s fee — but if we ever hit the 100% tier two months in a row, you may cancel immediately and we’ll refund the unused period in full. If we’re that broken, you shouldn’t be paying us.
§4Claiming a credit
Request a credit by email or through the client portal within 30 days of the end of the affected month. A one-liner is fine: “March looked rough — SLA credit?”
We verify against the monitoring records from §2 — which we’ll share with you on request — and apply the credit to your next invoice. If a 100% credit exceeds what’s left to bill (for example, because you’re cancelling), we refund the difference instead.
We watch the same dashboards you do. If we notice a badly missed month ourselves, we’ll often apply the credit before you ask — but the formal path above is always there.
§5What doesn’t count as downtime
Four categories are excluded from the uptime calculation — and only these four:
- Scheduled maintenance that we announced by email at least 48 hours in advance (see §6),
- client-caused outages — downtime caused by your own code, configuration changes, deleted files, or actions taken at your request,
- upstream DNS or registrar failures — if your domain’s registrar or DNS provider outside our platform fails, we’ll help you troubleshoot, but we can’t credit what we don’t control, and
- force majeure — events genuinely beyond our control, such as regional grid failures that outlast our backup power, natural disasters, or carrier cuts upstream of our network.
Suspensions under the Acceptable Use Policy also don’t accrue credits — a site we had to switch off for cause isn’t “down” in the sense this document protects.
§6Scheduled maintenance
When the platform needs planned work — kernel updates, hardware swaps, network changes — we announce it by email at least 48 hours ahead, with the expected window and what’s affected. We schedule maintenance for low-traffic hours and keep it as rare and short as we can; most months have none at all.
Unannounced work is not “scheduled maintenance”. If we have to act immediately without notice, whatever downtime results counts against the SLA like any other outage.
§7The fine print
Service credits are your sole and exclusive remedy for downtime, as set out in the Terms of Service, §13.
Credits apply to future invoices and aren’t redeemable for cash, except where §3 or §4.2 explicitly provides a refund.
This SLA is a companion document to the Terms of Service and is governed by the same law — California, United States. Questions: [email protected].