# Service Level Agreement

> Our availability commitment, the terms it uses, and the service credit schedule. It also lists what is excluded and how to claim a credit.

Source: https://customhosted.com/legal/sla/

№ 01 Legal

Last updated 10 July 2026

## Availability commitment

We commit to a **99.9% monthly uptime** target across the grid. This is the binding commitment behind the uptime language on the [Security](https://customhosted.com/security) page and the [Status](https://customhosted.com/status) page, both of which point back here for the actual numbers. It is measured on your live production service — a staging or other non-production environment (see [Environments](https://customhosted.com/environments)) carries no separate uptime commitment.

## Definitions

- **Monthly Uptime %**: Total minutes in the month minus Downtime minutes, divided by total minutes in the month.
- **Downtime**: Any period your site or instance is unreachable, excluding Scheduled Maintenance and the Exclusions below.
- **Scheduled Maintenance**: Planned work announced in advance through the quote channel, carried out in a low-traffic window wherever possible.
- **Service Credit**: A credit toward a future invoice, issued when Monthly Uptime % falls short of target.

## Service credit schedule

- **Below 99.9%**: 10% of that month's fees, credited toward a future invoice.
- **Below 99.0%**: 25% of that month's fees, credited toward a future invoice.
- **Below 95.0%**: 50% of that month's fees, credited toward a future invoice.

See [Billing](https://customhosted.com/billing) for this ladder in plain English, next to the rest of what a month looks like.

## Exclusions

- Scheduled Maintenance, announced in advance through the quote channel.
- Causes outside our reasonable control, including upstream network or provider outages.
- Issues caused by your own configuration, code, or traffic.
- Suspension or restriction resulting from a violation of the [Acceptable Use Policy](https://customhosted.com/legal/acceptable-use).

## How to claim

Send a claim through the [quote form](https://customhosted.com/contact) within 30 days of the incident, including the account and the dates affected. Approved credits are applied to a future invoice — they aren't paid out as cash.

Questions about this document? The [quote form](https://customhosted.com/contact) is the only channel in — there's no legal mailbox to write to instead.

## Ready to start?

Tell us what you're running — one fixed monthly rate, within a business day.

[Get a quote →](https://customhosted.com/contact)