Plain-language summary

This summary is for convenience only. The full provisions below form the legally relevant text.

1. Availability target

Unless a service order states a different target, the default monthly availability target for eligible paid hosting services is 99.0% per calendar month.

2. Eligible services

This SLA applies only to active paid hosting or VPS services that expressly include an SLA. It does not apply to domains, DNS propagation, third-party software, customer applications, email deliverability, free services, beta features, support response times, or external services unless expressly stated.

3. Downtime measurement

Downtime means a period during which the eligible service is unavailable from our monitoring systems because of a failure in infrastructure controlled by us. We make the final technical determination based on monitoring, logs, network data, and incident records.

4. Exclusions

• Scheduled maintenance or emergency maintenance.
• Customer code, scripts, plugins, themes, cron jobs, databases, mail queues, or misconfiguration.
• Resource exhaustion caused by customer usage or attacks targeting the customer.
• DDoS, routing issues, upstream provider incidents, force majeure, internet-wide failures, DNS propagation, browser caching, or third-party outages.
• Suspension, rate limits, or restrictions caused by abuse, non-payment, policy breach, legal request, or security risk.
• Unmanaged VPS operating system, firewall, application, or software failures.

5. Service credits

If eligible monthly availability falls below the target, you may request a service credit within 30 days after the incident. The standard credit is 5% of the monthly fee for the affected eligible service for the affected month.

Credits are applied to future invoices or account balance. Credits are not cash refunds, are not transferable, and cannot exceed the monthly fee for the affected service.

6. Claim process

Send SLA claims to support@host.yt with account email, affected service, timestamps, impact description, and supporting evidence.

7. Exclusive remedy

Service credits are the sole and exclusive remedy for failure to meet the SLA, to the maximum extent permitted by law.

Updates

We may update this document from time to time. The version published on host.yt is the current version. If a change materially affects active paid services, we may notify affected customers by email, account notice, ticket, or another reasonable channel.