SLA Credits are your SOLE remedy for uptime issues. See
Terms of Service for full details.
1. Definitions
Necessary Services
HTTP access to Client Websites. Excludes: Third-Party Services, control panel, support, SSH, beta tools
Signup Date
Date you subscribe to a hosting plan
Monthly Renewal Date
Same date each month after Signup Date
Monthly Billing Period
Signup Date → day before next Renewal Date
Downtime
Necessary Services unavailable to Client
Covered Downtime
Total minutes of Downtime in Monthly Billing Period
Maintenance Period
Mon-Sun, 2-5 AM (data center local time)
Uptime Guarantee
99.9% availability each month
SLA Credit
Credit applied to future invoices
Covered Downtime Examples: - 1 site down 60min = 60min
- 5 sites down together 60min = 60min (not 300)
- 60min Day 1 + 15min Day 2 = 75min
2. How SLA Credits Will Be Calculated
99.9% = MAX 43 minutes downtime per month
5% credit per FULL HOUR (60min) of Covered Downtime
| Covered Downtime | SLA Credit | Example |
| 59 minutes | 0% | No full hour |
| 60 minutes | 5% | 1 full hour |
| 119 minutes | 5% | 1 full hour |
| 120 minutes | 10% | 2 full hours |
Plan Switch Example: 10 days @ $30 + 20 days @ $60 = $50 Monthly Plan Value
3. How You Will Receive SLA Credits
- Request via: Phluit Portal Chat
- Deadline: End of NEXT Monthly Billing Period
- Applied: Future invoices only
- Max: Monthly Plan Value (no cash)
- Lost if: Account terminated before applied
4. When You Will NOT Receive SLA Credits
EXCLUDED from Covered Downtime:
- Maintenance Period (2-5AM)
- Emergency maintenance
- Scheduled outages
- Force Majeure: Natural disasters, war, government actions, power failures
- Traffic exceeding plan limits
- Client breach of Terms
- Client machine problems
- Client authored code
- Third-party changes
SLA Updates: We may change anytime. Continued use = acceptance. Check date above.
