This Service Level Agreement outlines the uptime commitments, infrastructure availability targets, and service credit policies provided by EdgeHost for eligible hosting services.
EdgeHost aims to provide a 99.9% network and infrastructure uptime for VPS hosting, shared hosting, and related services on a monthly basis.
Uptime is measured monthly and applies only to eligible production infrastructure operated directly by EdgeHost.
Planned maintenance windows, infrastructure upgrades, hardware replacements, security patching, and emergency maintenance activities are excluded from SLA calculations.
Wherever possible, maintenance notifications may be communicated in advance through status pages, dashboards, or email notifications.
Network outages, routing failures, connectivity issues, or service interruptions caused by upstream providers, internet exchanges, datacenter carriers, or third-party transit networks are excluded from SLA guarantees.
EdgeHost is not responsible for outages originating outside of infrastructure directly controlled by us.
SLA guarantees do not apply to events outside reasonable operational control including:
Customers are responsible for maintaining their own applications, scripts, website code, and server configurations.
Downtime caused by customer misconfiguration, software crashes, insecure applications, or excessive resource usage is not covered under this SLA.
Services suspended due to spam, malware, phishing, policy violations, cyber abuse, or Terms of Service violations are not eligible for SLA claims or service credits.
If eligible uptime falls below the committed SLA, customers may request service credits based on the duration of qualifying downtime.
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.8% | 5% |
| 95.0% – 98.9% | 10% |
| Below 95.0% | 25% |
Service credits:
SLA credit requests must be submitted within 7 days of the incident.
Requests should include:
EdgeHost uses internal infrastructure monitoring, logging systems, and operational metrics to determine SLA eligibility and downtime calculations.
Third-party monitoring tools may not be considered authoritative for SLA disputes.
EdgeHost maintains security systems including:
EdgeHost reserves the right to modify this SLA at any time. Updated versions become effective immediately upon publication on our website.
For uptime concerns or SLA credit requests, contact:
Email: [email protected]
Support: [email protected]