Service Level Agreement

Last Updated: January 30, 2026

This Service Level Agreement (“SLA”) defines the service availability, support standards, and limitations applicable to services provided by Hostira (“we”, “us”, “our”), including Shared Hosting, VPS, Game Servers, and related cloud services.

1. Uptime Commitment

• Hostira strives to achieve 100% uptime, but we guarantee a minimum of 90% uptime
• Uptime is calculated solely based on data published on the official Hostira Status Page
• Only outages recorded on the Status Page are considered valid for SLA calculations
• Internal monitoring, third-party tools, or client-side reports are not used for uptime calculation

2. Support & Response Times

We provide support based on issue priority:

• Critical Issues (Service Down / Network Outage): Response within 1 hour via Ticket or priority channels
• Non-Critical Issues (Performance, Panel, Configuration): Response within 6–12 hours
• General Queries & Billing: Response within 24 hours

During major incidents, updates will be shared through official communication channels where possible.

3. Compensation & Credits

• Hostira does not guarantee monetary compensation for downtime
• Service credits or extensions may be provided at our discretion in cases where uptime drops below 90%
• Any compensation, if approved, will be issued as:
  • Account credits, or
  • Service time extensions
• Budget or promotional plans may not be covered under SLA benefits.

4. Scheduled Maintenance

• Scheduled maintenance is excluded from uptime calculations
• Maintenance notices are shared in advance when possible
• If maintenance overlaps with a refund eligibility window, refund timelines may be extended by support

5. SLA Exclusions

This SLA does not apply to downtime caused by:

• Scheduled maintenance
• Client-side misconfiguration or software issues
• Abuse, policy violations, or excessive resource usage
• DDoS attacks, upstream provider failures, or force majeure events
• Downtime lasting less than 30 minutes

6. Data Responsibility & Backups

• Hostira may offer backup features on select services
• Users are responsible for maintaining their own backups
• We are not responsible for data loss caused by user actions or third-party software
• Data recovery is not guaranteed unless backups were created by the user beforehand

7. Monitoring & Status Reporting

• All infrastructure is monitored internally
• Service status, outages, and incidents are reported via the Hostira Status Page
• Clients are advised to rely only on this page for official uptime and outage information

8. Support Channels

Support is provided through:

• Ticket System (Primary)
• Email (General inquiries)
• Other channels as announced officially

Availability may vary depending on service plan.

9. Disclaimer

This SLA is a service guideline, not a legally binding contract.

All decisions regarding uptime calculation, service credits, refunds, or extensions are made solely by Hostira management based on fairness, service impact, and operational feasibility.