Service Level Agreement

This Service Level Agreement (SLA) outlines what you, the Customer, can expect from CoreHosting with regards to system uptime, service credits, and maintenance.

1. Uptime Guarantee

CoreHosting guarantees that the network and infrastructure underpinning your hosting service (Web, WordPress, VPS, Reseller, Dedicated) will be available 99.9% of the time in any given billing month, excluding scheduled maintenance.

This guarantee relates exclusively to the physical infrastructure, power, and network routing to the datacenter edge. It does not apply to:

• Application-level issues (e.g., your WordPress site crashing due to a plugin).
• Downtime caused by Customer misconfiguration or resource exhaustion.
• Suspension of service due to AUP or Terms of Service violations.
• Hardware failure (which we strive to mitigate with redundant systems, but is bound by hardware replacement timelines).

2. Scheduled Maintenance

CoreHosting will perform routine server maintenance and upgrades to ensure optimal security and performance. We will endeavor to notify affected customers at least 24 hours in advance of any scheduled maintenance that may cause noticeable downtime. Scheduled maintenance time is expressly excluded from the uptime calculation.

3. Compensation (Service Credits)

In the unlikely event that we fail to meet the 99.9% uptime guarantee, the Customer's sole and exclusive remedy shall be a service credit.

Credits are calculated on a pro-rata basis equivalent to the duration of the outage past the 99.9% threshold.

• 99.9% - 100%: 0% Credit
• 98.0% - 99.8%: 10% Credit of the base monthly fee
• 95.0% - 97.9%: 25% Credit of the base monthly fee
• Below 95.0%: 50% Credit of the base monthly fee

Maximum Claim: Under no circumstances shall service credits exceed 50% of the customer's base monthly hosting fee for the affected service. Credits have no cash value, cannot be refunded to a credit card or bank account, and may only be applied to future invoices.

4. Claim Process

To request a service credit, the Customer must submit a support ticket to the Billing Department within seven (7) days of the suspected SLA breach. The ticket must include:

• The affected domain name or server IP.
• Specific dates and times of the outage.
• Any relevant ping or traceroute logs demonstrating the network failure.

CoreHosting's internal monitoring systems will be the sole canonical source of truth for determining uptime or downtime metrics.

5. Force Majeure & Third-Party Failures

CoreHosting shall not be liable for any downtime caused by unforeseeable events outside our reasonable control. This includes acts of God, war, terrorism, sabotage, civil unrest, national power grid failures, global or local upstream routing issues, DDOS attacks that exceed our mitigation capacities, and failures of our upstream service providers (such as Tier-1 transit providers or datacenter operators).