Service level agreement
Our availability commitment
We aim for 99.9% availability for hosting services and are open about how we measure it and what we do when we fall short.
What does the Hostflipper SLA promise?
Hosting services are targeted to be available 99.9% of the time in a calendar month. If we fall below this, eligible customers can claim a service credit as described here.
Availability
Availability is the percentage of minutes in a calendar month during which your hosting service can be reached over the network. The commitment is 99.9% per month. It is measured by our monitoring systems.
What does not count as downtime
- Scheduled maintenance announced in advance
- Problems caused by your own software, code, plug-ins or configuration
- Attacks, abuse or traffic that breaches the Acceptable Use Policy
- Outages of services we do not control, such as your domain registrar or the wider internet
- Events beyond reasonable control (force majeure)
Service credits
If monthly availability falls below the commitment, you may request a credit against a future invoice. Credits are calculated as a proportion of the monthly fee for the affected service and are the sole remedy for downtime. Please request a credit within 30 days of the end of the month concerned by contacting support with the dates and times affected.
Support response
Our support team is available 24/7. We aim to respond to urgent outages as quickly as possible and keep you informed until service is restored.
Changes
We may update this agreement from time to time. The version on this page applies. Last updated 2026-10-17.
Frequently asked questions
How do I claim a service credit?
Contact support within 30 days of the end of the month with the dates and times affected. We review monitoring data and apply the credit to a future invoice.
Does the SLA cover my domain or email?
It covers hosting services we operate. Domains and third-party services depend on their own providers.
Ready to go online?
Tell us what you need. We reply with a recommended setup and a price built around you.