Service Level Agreement
Our commitment to providing reliable, high-quality hosting services with guaranteed performance levels.
Maximum downtime: 43.8 minutes per month
Critical: 1 hour, High: 4 hours, Normal: 24 hours
Automatic mitigation within 60 seconds
Automatic credits applied to your account
Effective Date: 6/11/2025
1. Service Availability
Loafhosts guarantees 99.9% uptime for all hosting services. This translates to a maximum of 43.8 minutes of downtime per month. Planned maintenance windows are excluded from this calculation.
Uptime Calculation
Uptime is calculated as the percentage of time that our services are available and accessible to customers during a calendar month, excluding scheduled maintenance periods.
2. Support Response Times
Our support team provides 24/5 assistance with the following response time guarantees:
1 Hour
Server down, complete service outage
4 Hours
Significant performance issues
24 Hours
General questions, minor issues
3. DDoS Protection
All services include enterprise-grade DDoS protection with automatic mitigation. Our systems are designed to detect and mitigate attacks within 60 seconds of detection.
4. Service Credits
If we fail to meet our SLA commitments, you may be eligible for service credits according to the following schedule:
Uptime Service Credits
- 99.0% - 99.8% uptime: 10% service credit
- 95.0% - 98.9% uptime: 25% service credit
- Below 95.0% uptime: 50% service credit
Credit Request Process
Service credits must be requested within 30 days of the incident. Credits will be applied to your next billing cycle and cannot exceed 50% of your monthly service fee.
5. Planned Maintenance
Scheduled maintenance will be performed during low-traffic periods and customers will be notified at least 48 hours in advance. Emergency maintenance may be performed with shorter notice.
6. Network Performance
We maintain multiple high-speed network connections and monitor network performance continuously. Our network is designed for redundancy and optimal performance.
7. Data Backup and Recovery
We perform regular backups of customer data and maintain disaster recovery procedures. However, customers are responsible for maintaining their own backups as well.
8. Security Measures
Our infrastructure includes multiple layers of security including firewalls, intrusion detection systems, and regular security audits. We maintain industry-standard security practices.
9. Exclusions
This SLA does not apply to:
- Issues caused by customer actions or configurations
- Third-party software or services
- Internet connectivity issues beyond our control
- Force majeure events
- Scheduled maintenance windows
10. SLA Modifications
We may modify this SLA from time to time. Customers will be notified of any material changes at least 30 days in advance.
11. Contact Information
For SLA-related questions or to request service credits, please contact our support team through your customer portal or our support channels.