Service Level Agreement
A number is not a commitment unless it comes with a definition and a remedy. Here are all three.
1. Scope
This Service Level Agreement (the "SLA") applies to all shared hosting, VPS and dedicated server services provided by SnvHost ("the Company") to a paying customer ("you"). It forms part of, and is governed by, our Terms of Service.
This SLA does not apply to services in a trial period, services in arrears, or services suspended under our Acceptable Usage Policy.
2. Uptime Commitment
We commit to 99.9% network and power availability per calendar month for the facility and uplink serving your service.
99.9% permits approximately 43 minutes of qualifying downtime in a 30-day month. We publish 99.9% rather than a higher figure because it is the number we are prepared to pay credits against.
3. How Downtime Is Measured
- Downtime begins when your service becomes unreachable from outside our network, and ends when reachability is restored.
- Reachability is measured by ICMP and TCP checks from at least two independent external locations. A service is only counted as down when it fails from both.
- Downtime is measured in whole minutes and aggregated over the calendar month.
- The start of an outage is taken from our own monitoring records, or from the timestamp of your ticket if that is earlier.
4. Support Response Targets
Our ticket system at billing.snvhost.com is staffed 24/7. Telegram is available as an additional channel for quick questions.
- First response to a support ticket: within 1 hour. This is a first human reply, not necessarily a resolution.
- Hardware failure on a dedicated server: diagnosis started within 1 hour, component replacement within 8 hours of diagnosis, subject to parts availability on site.
- Abuse reports: initial investigation completed within 24–48 hours.
- Pre-sales and billing enquiries: within 24 hours.
5. Scheduled Maintenance
Planned maintenance that is expected to interrupt service is announced by email and in the client area at least 48 hours in advance, and is scheduled in off-peak hours wherever possible. Announced maintenance inside that window does not count as downtime.
Emergency maintenance required to preserve security or stability may be carried out with shorter notice. Where emergency maintenance causes an outage longer than 30 minutes, it is treated as qualifying downtime.
6. Exclusions
The following do not count as qualifying downtime under this SLA:
- Faults caused by your own software, configuration, operating system, control panel or scripts.
- Outages caused by your service exceeding its allocated resources.
- Suspension or termination under the Acceptable Usage Policy, or suspension for non-payment.
- Announced scheduled maintenance, per section 5.
- Faults in networks outside our control, including your own connectivity and internet-wide routing incidents.
- Force majeure: natural disaster, war, fire, strike, government action, and comparable events beyond our reasonable control.
- Denial-of-service attacks directed at your service, where mitigation requires temporary null-routing of the targeted address. We will restore routing as soon as it is safe to do so.
7. Service Credits
If qualifying downtime in a calendar month exceeds the commitment, you may claim a credit against that month's fee for the affected service:
| Monthly availability | Approx. downtime (30-day month) | Credit |
|---|---|---|
| 99.9% or above | Up to 43 minutes | No credit — SLA met |
| 99.0% – 99.89% | 43 min – 7.2 hours | 10% of monthly fee |
| 98.0% – 98.99% | 7.2 – 14.4 hours | 25% of monthly fee |
| 95.0% – 97.99% | 14.4 – 36 hours | 50% of monthly fee |
| Below 95.0% | More than 36 hours | 100% of monthly fee |
Credits are applied to your account balance against future invoices. Credits are not paid out in cash, and the total credit for any single month is capped at 100% of that month's fee for the affected service.
8. Claiming a Credit
Credits are not applied automatically. To claim:
- Open a billing ticket within 14 days of the end of the month in which the downtime occurred.
- Include the service identifier or IP address, and the approximate dates and times of the outage.
- We will check the period against our monitoring records and respond within 5 business days.
Your account must be in good standing, with no overdue invoices, at the time of the claim.
9. Backups
Automated backups are provided on shared hosting. VPS and dedicated servers are unmanaged by default and backups are your responsibility unless you have purchased a backup add-on.
Where backups are provided, they are offered on a best-effort basis and are not covered by the credit schedule above. We strongly recommend you keep your own independent off-site copy of anything you cannot afford to lose.
10. Sole Remedy
Service credits are your sole and exclusive remedy for any failure to meet the commitments in this SLA. Nothing in this section limits any liability that cannot be limited under the applicable law.
11. Escalation
If a ticket is not progressing, ask for it to be escalated and reference this section. Contacts:
- Technical support — [email protected]
- Billing and credit claims — a billing ticket in the client area
- Abuse reports — our abuse reporting form
- Anything unresolved — [email protected]
12. Changes to This SLA
We may revise this SLA. Where a change reduces a commitment, it takes effect at your next renewal rather than immediately, so you are never moved to weaker terms mid-term. The current version is always the one published on this page.