Effective Date: November 21, 2024
This Service Level Agreement ("SLA") outlines the service guarantees, responsibilities, and expectations between AirWebHost (“we”, “us”, “our”) and you, the customer. It forms part of our Terms of Service.
1. Scope of Agreement
This SLA applies to all hosting services offered by AirWebHost, including shared hosting and any future tiered hosting products under the airwebhost.xyz domain. This agreement does not apply to issues related to:
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Customer-side software errors or misconfigurations
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Issues caused by internet service providers (ISPs)
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Force majeure (e.g., natural disasters, war, government actions)
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Scheduled maintenance with proper notice
2. Uptime Commitment
AirWebHost guarantees 99.9% network and service uptime on a monthly basis.
✅ Uptime covers:
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Web server availability
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Network routing and connectivity to our data centers
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Server-side infrastructure (LAMP stack, DNS resolution, email services if applicable)
❌ Uptime does not cover:
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Issues arising from customer misuse or coding errors
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Attacks like DDoS (unless covered under mitigation plans)
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Third-party plugin failures
3. Performance Monitoring
All AirWebHost systems are monitored 24/7 using industry-grade tools. In the event of downtime, incident reports are recorded and stored for 12 months. You may request a service performance report via [email protected].
4. Response Time Commitments
| Issue Severity | Examples | Response Time Target | Resolution Window |
|---|---|---|---|
| Critical (P1) | Server down, security breach, major outage | Under 1 hour | Within 6 hours |
| High (P2) | Database crash, mail failure | Under 4 hours | Within 24 hours |
| Moderate (P3) | Login issues, minor bugs | Under 8 hours | Within 48 hours |
| Low (P4) | General queries, advice | Under 24 hours | Within 3 business days |
5. Scheduled Maintenance
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Maintenance is performed outside UK business hours (typically between 00:00–04:00 GMT).
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Customers will receive 48 hours' notice via email and/or dashboard.
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Emergency maintenance (e.g., patching zero-day exploits) may occur without prior notice.
6. Backups & Disaster Recovery
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Daily backups of shared hosting accounts are performed and retained for 7 rolling days.
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Backup requests are fulfilled upon customer request within 24 hours.
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However, you are responsible for maintaining your own backups as a best practice.
7. Service Credits (Compensation)
If uptime in any given month falls below 99.9%, you're entitled to service credits upon request.
| Monthly Uptime | Credit Percentage (of monthly fee) |
|---|---|
| 99.0% – 99.89% | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Conditions:
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Requests must be submitted within 7 calendar days after the incident month.
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Credit applies only to the affected service, not the total account.
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Service credits do not equate to refunds and are non-transferable.
8. Customer Responsibilities
To ensure smooth performance and compliance with this SLA, customers are expected to:
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Maintain valid contact and billing information.
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Ensure software (WordPress, plugins, etc.) is updated.
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Use secure passwords and avoid account sharing.
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Not violate our Acceptable Use Policy.
9. Legal & Regulatory Compliance (for Stripe & Card Networks)
To comply with Stripe’s merchant requirements and card network standards:
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AirWebHost maintains clear service descriptions, refund terms, and contact info.
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All legal documents (Privacy Policy, Terms of Service, SLA, AUP) are publicly available and easily accessible.
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Uptime, refund criteria, and customer service expectations are explicitly detailed in this SLA and our full terms.
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Customers are given receipts and records of all transactions and service changes.
10. Refunds & Disputes
Refunds are governed by our Terms of Service. SLA credits are the only form of compensation for performance-based claims. For billing disputes, contact [email protected] within 30 days.
11. Contact Details
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Technical Support: [email protected]
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Billing Support: [email protected]
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Website: https://airwebhost.xyz
12. Amendments
AirWebHost reserves the right to modify this SLA. Changes will be communicated via email and posted on our website. Continued use of services indicates acceptance of any updated terms.
