1. Introduction
Welcome to Nautical Hosting's Service Level Agreement (SLA). This document outlines our commitment to service availability and the compensation you are entitled to if we fail to meet our guarantees.
2. Uptime Guarantee
Nautical Hosting guarantees 99% uptime for all our hosting services. Our commitment is to provide reliable, consistent service with minimal interruptions.
3. Service Availability Calculation
Service availability is calculated on a monthly basis using the following formula:
Availability = (Total Time - Downtime) / Total Time × 100%
- Total Time is the total number of minutes in a calendar month
- Downtime is the total number of minutes when the service is unavailable in that month
4. Downtime Definition
Downtime is defined as any period during which the hosting service is unavailable due to failures in Nautical Hosting's infrastructure. The following are NOT counted as downtime:
- Scheduled maintenance with 48-hour advance notice
- Emergency maintenance to prevent larger system failures
- Issues caused by customer configurations, applications, or scripts
- Force majeure events beyond our reasonable control
- Service suspensions due to Terms of Service violations
- DNS propagation delays
5. Compensation Policy
If Nautical Hosting fails to meet the 99% uptime guarantee, customers are entitled to compensation as follows:
5.1 Service Credit Compensation
For downtime less than 5 days (120 hours) per month:
- Service credit equal to the duration of downtime will be added to the end of your billing cycle at no additional cost.
- Example: If you experience 48 hours of qualifying downtime, you receive 48 hours of additional service time.
5.2 Monetary Compensation
For downtime exceeding 5 days (120 hours) per month:
- You will receive service credit for the first 5 days of downtime.
- For each additional day beyond the 5-day threshold, monetary compensation will be provided.
- Monetary compensation is calculated as: (Monthly Service Fee ÷ 30) × Number of additional downtime days
- Example: If you experience 6 days of qualifying downtime on a £2.25/month plan, you receive 5 days of service credit plus £0.075 monetary compensation ((£2.25 / 30) × 1).
6. Claim Process
To receive compensation under this SLA, customers must follow these steps:
- Submit claims within 7 days of the downtime incident
- Include your account details and affected service information
- Provide specific dates and times of service unavailability
- Send claim requests to support@nauticalhosting.org with subject line "SLA Claim"
All claims will be verified against our monitoring systems. We will process valid claims within 10 business days.
7. Limitations
The following limitations apply to our SLA:
- Maximum compensation cannot exceed 100% of your monthly service fee
- Compensation is provided as account credit by default
- Monetary refunds are available only for downtime exceeding 5 days
- This SLA applies only to paid hosting services; free or trial accounts are not covered
- Only one claim per incident is permitted
8. SLA Modifications
Nautical Hosting reserves the right to modify this SLA with 30 days' notice. Continued use of our services after changes implies acceptance of the new terms.
Contact Information
For questions or concerns, please contact:
- Email: info@nauticalhosting.org
By using Nautical Hosting's Services, you acknowledge reading, understanding, and agreeing to these Terms of Service.
