1. Overview
This Service Level Agreement ("SLA") is a binding commitment between HostKonek ("Company", "we") and you ("Customer") regarding the availability, performance, and support of our hosting services. This SLA applies to all paid hosting plans including Shared Hosting, VPS Hosting, and Dedicated Servers. It supplements and forms part of our Terms of Service.
2. Uptime Guarantee
HostKonek guarantees 99.9% network uptime for all hosting services, measured on a calendar-month basis. This represents a maximum of approximately 43 minutes and 28 seconds of unplanned downtime per month.
Shared Hosting
99.9%
Max downtime: ~43 min/mo
VPS Hosting
99.95%
Max downtime: ~22 min/mo
Dedicated Servers
99.99%
Max downtime: ~4.3 min/mo
3. Definitions
- Network Uptime — the percentage of time during a calendar month that the HostKonek network infrastructure (core routers, switches, and uplinks) is operational and able to transmit and receive traffic.
- Server Uptime — the percentage of time your specific hosting server (physical or virtual) is powered on and reachable via the network.
- Downtime — a period of 5 or more consecutive minutes during which the service is unavailable, as confirmed by our monitoring systems. Intermittent packet loss or brief connectivity fluctuations do not constitute downtime.
- Scheduled Maintenance — planned infrastructure work announced at least 48 hours in advance via email and the client portal status page.
- Monthly Uptime Percentage — calculated as:
(Total Minutes − Downtime Minutes) / Total Minutes × 100
4. Service Credits
If we fail to meet the uptime guarantee in any calendar month, you are entitled to a service credit applied to your next invoice. Credits are calculated as a percentage of the monthly recurring fee for the affected service.
5. Credit Schedule
| Monthly Uptime | Approx. Downtime | Service Credit |
|---|---|---|
| 99.0% – 99.9% | Up to 7 hr 18 min | 10% of monthly fee |
| 98.0% – 98.99% | Up to 14 hr 36 min | 25% of monthly fee |
| 95.0% – 97.99% | Up to 36 hr 30 min | 50% of monthly fee |
| 90.0% – 94.99% | Up to 73 hr | 75% of monthly fee |
| Below 90.0% | Over 73 hr | 100% of monthly fee |
6. Exclusions
The uptime guarantee does not apply to downtime caused by:
- Scheduled Maintenance — announced at least 48 hours in advance. Maintenance windows are typically scheduled during off-peak hours (02:00–06:00 UTC).
- Force Majeure — natural disasters, war, terrorism, government actions, epidemics, power grid failures, or other events beyond our reasonable control.
- Customer Actions — misconfiguration, software bugs in your applications, DNS propagation delays, expired domains, or account suspensions due to non-payment or policy violations.
- Third-Party Failures — outages of upstream internet service providers, DNS registries, CDN providers, or third-party APIs integrated by the customer.
- DDoS Attacks — while we provide DDoS mitigation, extreme volumetric attacks that exceed our mitigation capacity may cause service degradation. We will use commercially reasonable efforts to restore service promptly.
- Beta or Free Services — any service marked as beta, preview, or provided at no charge is excluded from this SLA.
7. Support Response Times
Our technical support team operates 24/7/365. Response time targets vary by priority and hosting plan:
| Priority | Description | Shared | VPS | Dedicated |
|---|---|---|---|---|
| Urgent | Service completely down | 1 hr | 30 min | 15 min |
| High | Major feature impaired | 4 hr | 2 hr | 1 hr |
| Medium | Minor issue, workaround available | 12 hr | 8 hr | 4 hr |
| Low | General question or request | 24 hr | 24 hr | 12 hr |
Response times represent the time to first meaningful response from a qualified engineer, not resolution time. Complex issues may require additional time depending on the nature of the problem.
8. Scheduled Maintenance
To ensure optimal performance, security, and reliability, we perform regular infrastructure maintenance including:
- Emergency Patches — critical security vulnerabilities may be patched with as little as 4 hours’ notice when immediate action is required to protect the platform.
- Routine Maintenance — firmware updates, OS patches, and hardware replacements are scheduled with at least 48 hours’ advance notice.
- Major Upgrades — network equipment upgrades and data center migrations are announced at least 7 days in advance.
All maintenance windows are communicated via email and displayed on our status page at status.hostkonek.com.
9. Infrastructure Monitoring
We employ comprehensive 24/7 monitoring to detect and respond to issues before they impact customers:
- Network Monitoring — real-time monitoring of all core routers, switches, and uplinks from multiple geographic vantage points.
- Server Monitoring — CPU, memory, disk I/O, and network utilization tracked every 60 seconds with automated alerting thresholds.
- Application Monitoring — HTTP/HTTPS health checks from external probes verifying service availability every 60 seconds.
- Security Monitoring — intrusion detection systems, log analysis, and anomaly detection running continuously.
10. Claiming Service Credits
To request a service credit:
- Open a support ticket within 7 calendar days of the downtime event.
- Include the affected service, the date and time (UTC) of the outage, and a description of the impact.
- Our operations team will verify the claim against our monitoring data within 5 business days.
- Approved credits will be applied to your next invoice. Credits are non-transferable and cannot be redeemed for cash.
11. Limitations
- The maximum credit in any calendar month shall not exceed 100% of the monthly recurring fee for the affected service.
- Credits apply only to the specific service affected, not to your entire account.
- Service credits are the sole and exclusive remedy for any failure to meet the SLA. They do not limit any other rights under our Terms of Service.
- Customers with overdue invoices or accounts in violation of our Terms are not eligible for SLA credits.
12. Contact
For SLA-related inquiries, credit claims, or to report a service outage:
- Support Portal: hostkonek.com/contact
- Emergency Email: support@hostkonek.com
- Status Page: status.hostkonek.com