This document describes the operational rules that apply to this topic across HOSTPHOX services.
Availability target
Where a plan is advertised with 99.9% uptime, HOSTPHOX targets 99.9% availability for the covered service component during the applicable monthly measurement period.
Measurement
Availability is measured using HOSTPHOX monitoring and operational records for the relevant service boundary. Customer applications and third-party dependencies outside that boundary may not be included.
Maintenance
Announced planned maintenance and urgent work needed for active security threats, severe vulnerabilities or imminent failure may be excluded where reasonably necessary.
Exclusions
Customer configuration, requested reboots, customer-caused resource exhaustion, external DNS/registry problems, upstream failures, attacks despite reasonable mitigation, force majeure and third-party services may be excluded.
Incident reports
Open a support request with service identifier, incident time and supporting details if you believe an eligible service missed its target.
Remedy
Any service credit or remedy is governed by the applicable product, order or service-credit schedule. This general SLA does not create an automatic cash refund unless expressly stated.
Contact
For questions, contact help@hostphox.com.
ESC
Search across HOSTPHOX.