Service Level Agreement (SLA)

01Purpose and definitions

This Service Level Agreement (SLA) defines the availability commitments of ElectrumHosting and the compensation applicable in the event of breach. It forms part of the Terms and Conditions and applies to production services.

For the purposes of this SLA, monthly availability is calculated over the total minutes of the calendar month, excluding the circumstances set out in the limitations section, and is determined from our monitoring systems and logs.

02Coverage

This SLA covers exclusively the following categories of service interruption:

Network

99%uptime

We guarantee 99% network availability. Coverage applies if it drops below that level for 30+ consecutive minutes.

Control panel

99%uptime

We guarantee 99% panel availability. Coverage applies if it is inaccessible for 60+ consecutive minutes while the server IP responds to ping.

Hardware

24/7operational

All physical infrastructure must remain operational. Coverage applies if a hardware failure persists for 10+ consecutive minutes.

DDoS mitigation

≤30 mincontainment

We commit to mitigating denial-of-service attacks. Coverage applies if an attack is not contained within 30 minutes.

The thresholds refer to continuous interruptions, verifiable through our monitoring.

03Limitations and exclusions

The following circumstances fall outside the coverage of this SLA:

Scheduled maintenance

Announced in advance by email, social media or our website.

Software problems

Errors caused by third-party applications, plugins or the customer's custom scripts.

Causes attributable to the customer

Interruptions arising from unsupported configurations or unauthorized modifications.

Excessive resource use

Degradation caused by exceeding the resource limits assigned to your plan.

Force majeure

Natural disasters, acts of authority or other extraordinary circumstances beyond our control.

04Compensation and claims

In the event of a proven breach of this SLA:

+2 daysof free service for every 12 hours of unplanned downtime.

Claim procedure

01Submit the claim via a support ticket within 7 days of the interruption.

02Every claim is subject to investigation. ElectrumHosting reserves the right to reject fraudulent claims or ones related to causes attributable to the customer.

03Claims relating to scheduled maintenance will be rejected automatically.

04Compensation may be denied if there are indications that the customer caused or contributed to a DDoS attack.

Compensation consists of free service days (service credit), not a cash refund. Compensation accumulated within a single billing period will not exceed the amount paid for the affected service in that period.

05Applicability

This SLA applies exclusively to direct customers of ElectrumHosting. It does not extend to resold, redistributed or subcontracted services.

06Relationship with your legal rights

The compensation provided in this SLA is your remedy under this agreement, without prejudice to the rights that consumer law grants you on a mandatory basis. Nothing in this SLA limits liability that cannot legally be excluded.

See also our Terms and Conditions and the Privacy Policy.