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Service Level Agreement

Last updated: January 2026

99.9%
Uptime Guarantee

We guarantee 99.9% network and server uptime for all hosting services.

1. Service Commitment

Dprime Hosting is committed to providing reliable hosting services. This Service Level Agreement (SLA) outlines our uptime commitment and the remedies available to you in the event we fail to meet our service levels.

2. Uptime Guarantee

We guarantee 99.9% uptime for our hosting services, measured on a monthly basis. This equates to a maximum of approximately 43 minutes of downtime per month.

Uptime is calculated as: ((Total minutes in month - Downtime minutes) / Total minutes in month) × 100

3. Service Credits

If we fail to meet our uptime guarantee, you may be eligible for service credits:

Monthly Uptime Service Credit
99.0% - 99.9% 10% of monthly fee
95.0% - 98.9% 25% of monthly fee
90.0% - 94.9% 50% of monthly fee
Below 90.0% 100% of monthly fee

4. Exclusions

The following are not covered by our SLA:

  • Scheduled maintenance (announced at least 24 hours in advance)
  • Emergency security patches
  • Issues caused by customer actions or configurations
  • Third-party service failures (DNS, domain registrars)
  • Force majeure events (natural disasters, etc.)
  • DDoS attacks exceeding our mitigation capacity
  • Suspension due to Terms of Service violations
  • Issues with customer's local network or ISP

5. Claiming Service Credits

To claim a service credit:

  • Submit a support ticket within 7 days of the incident
  • Include the dates and times of the outage
  • Provide any relevant monitoring data or screenshots
  • Your account must be in good standing

Credits are applied to future invoices and are not redeemable for cash. Maximum credit per month is 100% of that month's hosting fees.

6. Support Response Times

We aim to respond to support tickets within the following timeframes:

Priority Description Response Time
Critical Server down, major service outage 1 hour
High Service degradation, security issues 4 hours
Medium Technical issues, configuration help 12 hours
Low General inquiries, feature requests 24 hours

7. Maintenance Windows

Scheduled maintenance is typically performed during off-peak hours (2am-6am AEST). We will notify affected customers at least 24 hours in advance via email. Emergency maintenance may be performed without notice when required for security or stability reasons.

8. Contact

For questions about this SLA or to report an outage: