1. Uptime Target
Digi Hosting aims to provide 99.99% monthly network uptime for eligible hosting services. Uptime is measured at the network and server availability level from Digi Hosting monitoring systems.
2. Service Credit Schedule
- Below 99.99% and at or above 99.50% monthly uptime: 5% credit of the affected service monthly fee.
- Below 99.50% and at or above 99.00% monthly uptime: 10% credit of the affected service monthly fee.
- Below 99.00% and at or above 95.00% monthly uptime: 20% credit of the affected service monthly fee.
- Below 95.00% monthly uptime: 30% credit of the affected service monthly fee.
Credits apply only to the affected service and are added to the client account for future invoices. Credits are not cash refunds.
3. Exclusions
The SLA does not apply to scheduled maintenance, emergency maintenance, customer-side issues, DNS issues, domain expiry, software bugs, overloaded scripts, misconfiguration, malware, account suspension, billing suspension, abuse suspension, third-party providers, control panel outages, registrar issues, DDoS attacks, force majeure events, or events outside Digi Hosting's reasonable control.
4. Maintenance
Scheduled maintenance may be announced in advance when practical. Emergency maintenance may be performed immediately to protect infrastructure, data, security, or service stability.
5. Claim Process
SLA claims must be submitted within 7 days after the end of the affected month. Open a ticket from the client area and include service name, date, time, duration, screenshots or monitoring data, and a short explanation. Digi Hosting monitoring records will be used to validate claims.
6. Maximum Credit
The maximum monthly SLA credit is 30% of the affected service's monthly recurring fee. Services already discounted, free, trial, suspended, cancelled, or in policy violation may not qualify.