1) Scope

This SLA applies to Our shared hosting and semi-dedicated hosting services. It does not apply to VPS, cloud, or dedicated server services (whose service levels, if any, are set out in the applicable order or quote), to domain registration services, to free or beta services, or to third-party services resold by Us.

2) Uptime Commitment

We commit to a Monthly Uptime Percentage of 99.9% for the hosting platform serving Your account.

• “Monthly Uptime Percentage” means the total minutes in a calendar month, minus the minutes of Downtime in that month, divided by the total minutes in the month, expressed as a percentage.
• “Downtime” means a period of at least five (5) consecutive minutes during which the hosting platform serving Your account is completely unreachable over the public internet — meaning the web server is not answering requests for Your hosted websites at all — as measured by Our monitoring systems. Degraded performance, slowness, and the unavailability of an individual website caused by its own content, code or configuration do not constitute Downtime.
• Our monitoring systems and records are the authoritative source for determining Downtime and the Monthly Uptime Percentage.

3) Service Credits

If the Monthly Uptime Percentage for a calendar month falls below the commitment, You are entitled, upon a timely claim under Section 4, to a Service Credit calculated against Your Monthly-Equivalent Fee for the affected service:

• Monthly Uptime Percentage below 99.9% but at least 99.0% — Service Credit of 5% of the Monthly-Equivalent Fee;
• below 99.0% but at least 95.0% — Service Credit of 15% of the Monthly-Equivalent Fee;
• below 95.0% — Service Credit of 30% of the Monthly-Equivalent Fee.

• “Monthly-Equivalent Fee” means the fees paid for the affected service for the billing term in progress, divided by the number of months in that term (for example, one twelfth of a yearly fee).
• Service Credits are applied as an extension of paid service time on the affected account, or, at Our election, as a credit against the next renewal invoice. Service Credits have no cash value, are not refundable or transferable, and cannot exceed, for any calendar month, one hundred percent (100%) of the Monthly-Equivalent Fee for the affected service.
• Service Credits are not earned during any period in which Your account is suspended or in arrears.

4) Claim Procedure

To claim a Service Credit, open a support ticket through the client portal at portal.maiahost.com within thirty (30) days after the end of the calendar month in which the Downtime occurred. The claim must identify the affected account and the dates and approximate times of the Downtime. Claims submitted after the 30-day window are waived. We will verify claims against Our monitoring records and apply any credit due within a reasonable period.

5) Exclusions

The following do not constitute Downtime and are excluded from the Monthly Uptime Percentage calculation:

• scheduled maintenance announced in advance, and emergency maintenance reasonably required to protect the security or integrity of the platform;
• unavailability caused by Your content, applications, code, configuration, resource-limit throttling under Your plan, or acts or omissions of You or Your end users;
• suspension or termination of the services in accordance with the TOS or the Acceptable Use Policy, including suspension for non-payment;
• denial-of-service and other attacks directed at You, Us or Our network, to the extent Downtime persists despite commercially reasonable mitigation;
• failures of systems or networks outside Our control, including internet backbone providers, Your internet service provider, DNS propagation delays, domain registry or registrar failures, and third-party services;
• force majeure events as described in the TOS.

6) Sole and Exclusive Remedy

The Service Credits described in this SLA are Your sole and exclusive remedy for any failure by Us to meet the availability commitment, and for any unavailability, interruption or degradation of the services, except where the TOS expressly provides otherwise. Nothing in this SLA enlarges Our liability beyond the limitations set out in the TOS.

7) Changes to this SLA

We may amend this SLA from time to time as described in the TOS. The current version is always available on this page and applies from its effective date; amendments do not affect credits already accrued for prior months.