Service Level Agreement
Last updated: March 2026. This SLA applies to all ZeHoster hosting services including Shared, WordPress, VPS, Cloud, Dedicated, and Reseller hosting.
99.9%
Monthly Uptime Guarantee
<15 min
Support Response Time
10%–50%
Service Credits on Breach
1. Uptime Commitment
ZeHoster guarantees 99.9% monthly uptime for all hosting services. Uptime is calculated as the percentage of total minutes in a calendar month during which the hosting infrastructure is available and operational.
Exclusions: Scheduled maintenance (announced 48 hours in advance), acts of force majeure, DNS propagation delays, issues caused by customer actions, and third-party service outages.
2. Service Credits
If ZeHoster fails to meet the 99.9% uptime guarantee, eligible customers may request service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits must be requested within 30 days of the incident via a support ticket. Credits are applied to your account and cannot be refunded as cash.
3. Support Response Times
Critical (service down): 15 minutes
Complete service outage affecting all users
High (degraded performance): 1 hour
Significant performance issues or partial outage
Medium (non-critical issue): 4 hours
Functional issue not affecting service availability
Low (general inquiry): 24 hours
Questions, feature requests, or general support
4. Network & Infrastructure
Our hosting infrastructure operates across Tier-3+ certified data centers with redundant power supplies, N+1 cooling systems, and multi-homed BGP networking. All storage uses NVMe SSDs in RAID-10 configuration for both performance and data redundancy.
5. Backup Policy
ZeHoster performs automated daily backups for all shared and WordPress hosting accounts. VPS and Dedicated server backups are available as a managed service. Backups are stored on geographically separate infrastructure and retained for 14 days.
Important: While we maintain backups, customers are responsible for maintaining their own backup copies. Our backups are provided as a courtesy and are not guaranteed.
6. Requesting Credits
To request an SLA credit, submit a ticket through the Client Portal with the following information:
- Your hosting account username or domain
- Date and time of the incident
- Description of the service interruption
- Any error messages or screenshots
7. Contact
For SLA-related inquiries, contact our support team at [email protected] or call our UK Support Line at +44 7450 622599.