Service Level Agreement
HostKeel targets 99.9% network uptime for eligible hosting services.
1. Uptime Commitment
HostKeel will use commercially reasonable efforts to maintain 99.9% service availability for eligible services.
2. Exclusions
- Scheduled maintenance or emergency maintenance
- Customer-side configuration issues
- Software, script, plugin, theme, or application failures
- DDoS attacks, abuse events, or third-party attacks
- Upstream provider outages or routing problems outside HostKeel control
- Force majeure events
3. Maintenance
Maintenance may be performed periodically to improve security, performance, and reliability. Emergency maintenance may occur without prior notice.
4. SLA Credits
Any SLA credit, if offered, is provided as service credit only and will not be issued as a cash refund. Customers must open a support ticket to request review.