SLA — HostVyx

1. Uptime Guarantee

HostVyx commits to a 99.9% network and infrastructure uptime guarantee, measured on a monthly basis. Uptime is calculated as the percentage of total time in a calendar month during which our core services (web hosting, email, DNS) are accessible via the public internet, excluding scheduled maintenance and events outside our reasonable control.

We monitor our infrastructure 24/7/365 using automated monitoring systems. Uptime statistics are available on our public Status Page.

2. Service Credits

If we fail to meet the 99.9% uptime guarantee in any calendar month, eligible clients may request service credits as follows:

Uptime Percentage	Credit (Percentage of Monthly Fee)
99.0% – 99.89%	10% credit
95.0% – 98.99%	25% credit
Below 95.0%	50% credit

Credits are applied to future invoices and may not exceed 50% of the monthly fee in any single month. To request credit, submit a support ticket within 7 days of the end of the affected month.

3. Support Response Times

Our support team aims to respond to tickets within the following timeframes based on priority level:

Priority Level	Definition	Initial Response	Update Frequency
Emergency	Complete service outage affecting business operations	≤ 15 minutes	Every 30 minutes
High	Partial service degradation, major feature unavailable	≤ 1 hour	Every 2 hours
Normal	General support requests, non-urgent issues	≤ 4 hours	Every 8 hours
Low	Feature requests, pre-sales, account changes	≤ 24 hours	Every 24 hours

Response times apply during business hours (Mon–Fri, 08:00–18:00 SAST). Emergency requests are responded to 24/7/365. Actual resolution time depends on the complexity of the issue.

4. Scheduled Maintenance

We perform scheduled maintenance during designated maintenance windows. Whenever possible, maintenance is scheduled outside peak hours and communicated at least 48 hours in advance via email and announcements. Emergency maintenance may be performed without prior notice if necessary to protect service integrity or security.

5. Exclusions

The SLA guarantees do not apply to service interruptions caused by:

Scheduled or emergency maintenance (with or without notice)
Client-side issues, including misconfiguration, software errors, or exceeding resource limits
Third-party service providers or network outages outside our control
Force majeure events including natural disasters, war, terrorism, or government actions
Actions or omissions of the client or their authorized users
Free trial accounts or services not covered by a paid subscription

6. Claim Process

To file an SLA credit claim:

Open a support ticket through the Client Portal within 7 calendar days of the end of the affected month
Include "SLA Credit Request" in the subject line
Provide the dates and times of the outage, and the impact on your services
We will investigate and respond within 5 business days
Approved credits will be applied to your next invoice

7. Updates to This SLA

HostVyx reserves the right to modify this SLA at any time. Material changes will be communicated in advance through our announcement channels and via email to registered account holders. The current version is always available at /sla.