Service Level Agreement VortexHost
Our uptime target, maintenance approach, exclusions and support expectations.
Our aim is to provide reliable hosting with a 99.9% uptime target, realistic maintenance windows and sensible support expectations.
Service Level Agreement
1. Uptime Target
VortexHost aims to provide a 99.9% uptime target for eligible hosting services, measured monthly where practical. This is a target unless a specific written SLA or service credit agreement is included with your service.
2. Exclusions
Uptime calculations do not include planned maintenance, emergency maintenance, customer-caused issues, customer scripts or software, DNS issues outside our control, registrar issues, third-party outages, force majeure events, abuse mitigation, DDoS attacks or upstream provider problems outside our reasonable control.
3. Maintenance
We may perform planned or emergency maintenance to keep services secure and stable. Where practical, we will try to give advance notice for planned maintenance.
4. Support Targets
We aim to respond to support requests as quickly as possible. Priority may be given to outages, security incidents, billing access issues and service-affecting faults.
5. Customer Responsibilities
You are responsible for keeping applications, passwords, plugins, themes, mods and custom software secure and up to date. Issues caused by customer-managed software are not considered platform downtime.
6. Service Credits
Unless a separate written SLA applies to your service, service credits are not automatic. Any goodwill credit is at our discretion and does not apply to accounts in breach of our Terms, unpaid accounts or abuse-related suspensions.