Service Level Agreement

Beta phase

WebOsHost is currently a beta service and hosting is free for testers. During the beta we do not guarantee 99.9% availability and no service credits apply. We aim for 99.9% and measure and report availability as described below, so that we can guarantee it once the platform is ready. We will announce the guarantee and any credit arrangement in advance, in an updated version of this SLA.

1. Scope and measurement

This SLA covers websites hosted on an active WebOsHost web-hosting, VPS or reseller service. An outage of a WebOsHost-managed component (including its DNS or network) counts when it prevents that hosted website from working.

WebOsHost aims for 99.9% monthly availability. Availability is the ability to reach the relevant WebOsHost-managed service from outside its hosting infrastructure and perform its normal core operation. Downtime begins when monitoring or a support report confirms a failure within our responsibility and ends when that operation is restored. We measure in calendar months using UTC and compare our external uptime checks, incident logs and reasonable customer evidence. Downtime minutes for the affected website are counted even when the monitor has not yet detected an outage; partial failures count when the normal core function is unavailable.

2. Maintenance and events outside the commitment

We schedule maintenance to limit interruption and give advance notice where reasonably possible. Emergency security maintenance may need shorter notice; we will explain material impacts as soon as possible. Only clearly disclosed maintenance periods may be excluded from the availability calculation. We investigate reports that third-party networks, customers' own code, a customer's DNS changes or actions beyond our control caused an incident. Such events are not automatically excluded where our own service or reasonable preventive duties also contributed to the outage. This SLA does not waive statutory remedies.

3. Incident reporting and support

Report an outage through the customer support-ticket channel or the published service contact. Provide the affected service, approximate times and symptoms; we may ask for evidence reasonably needed to determine duration and cause. We acknowledge and investigate as promptly as the severity requires and share material updates and a post-incident explanation when available. An always-available ticket channel is not a promise that staff resolve an incident within an hour.

4. Guarantee and credits

During the beta there is no availability guarantee and no service credits, because testers' hosting is free. When we guarantee 99.9% availability, the credit levels, claim period and procedure will be published in this SLA before they apply. This does not reduce our general duty to provide the service with reasonable care or any rights you have under mandatory law.

5. Changes

We give advance notice of material changes to the SLA that affect an existing paid service, explain any applicable right to cancel, and retain the version that applied to an incident for claim assessment. This SLA takes effect on its published effective date.