Service Level Agreement
Effective Date: October 24, 2026
This Service Level Agreement ("SLA") is a policy governing the use of Best4Host's services and is part of the Best4Host Terms of Service. This SLA applies separately to each account using our VPS and Dedicated Server services. In the event of a conflict between this SLA and the Terms of Service, this SLA will apply, but only to the extent of such conflict.
1. Network Uptime Guarantee
Best4Host guarantees its network will be available 99.99% of the time in a given calendar month, excluding scheduled maintenance. Network availability means that all major routing devices within Best4Host's network are reachable from the global internet.
1.1 Service Credits for Network Downtime
If we fail to meet the 99.99% Network Uptime Guarantee, you will be eligible for a Service Credit calculated as follows:
- 99.9% to 99.99%: No credit (within tolerance).
- 99.0% to 99.9%: 5% credit of your monthly hosting fee.
- 98.0% to 99.0%: 10% credit of your monthly hosting fee.
- 95.0% to 98.0%: 25% credit of your monthly hosting fee.
- Below 95.0%: 100% credit of your monthly hosting fee.
Service Credits are calculated as a percentage of the total monthly recurring charge for the affected server or service.
2. Hardware Replacement Guarantee
Best4Host guarantees the functioning of all rented hardware components and will replace any failed component at no cost to the client. "Hardware" includes the processor(s), RAM, hard disk(s), motherboard, NIC card, and other related hardware included with the server.
2.1 Replacement Timeframe
Once Best4Host identifies a hardware failure, we guarantee to replace the faulty hardware within four (4) hours. The 4-hour clock begins once our technical support team has verified the hardware failure.
2.2 Service Credits for Hardware Failure
If we fail to replace the hardware within 4 hours of diagnosis, you will be credited 5% of your monthly fee for every additional hour of downtime, up to 100% of your monthly fee.
3. Power Availability Guarantee
Best4Host guarantees 100% uninterrupted electricity to power its data centers. This includes power to HVAC systems and server hardware. Our data centers are equipped with UPS battery backup units and on-site diesel generators to ensure continuous power.
3.1 Service Credits for Power Outages
In the unlikely event of a power outage affecting your server, you are entitled to a credit of 5% of your monthly fee for every 30 minutes of power unavailability, not to exceed 100% of your monthly fee.
4. Response Time Guarantee
We pride ourselves on rapid support. We target the following initial response times for support tickets submitted via our client portal:
- High Priority (Critical/Server Down): < 30 Minutes
- Medium Priority (Technical Issues): < 2 Hours
- Low Priority (General Inquiries/Billing): < 12 Hours
While we strive to meet these targets, actual resolution times may vary depending on the complexity of the issue. Note that this guarantee applies to the initial response time, not the final resolution time.
5. Exceptions and Limitations
This SLA does not apply to any performance issues or downtime caused by:
- Scheduled Maintenance: We will provide at least 24 hours' notice for scheduled maintenance.
- Client Actions: Downtime resulting from your custom scripting, coding, or installation of third-party applications.
- Force Majeure: Events beyond our reasonable control, including but not limited to acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, or shortages of transportation facilities, fuel, energy, labor, or materials.
- DDoS Attacks: Downtime resulting from large-scale Distributed Denial of Service attacks that exceed our mitigation capacity (though we employ enterprise-grade protection).
- Breach of Terms: Suspension or termination of services due to violation of our Terms of Service or AUP.
6. Credit Request Procedures
To receive a Service Credit, you must submit a claim by opening a support ticket in your client portal. The claim must provide details regarding the outage, including the dates and times of downtime and specific symptoms experienced.
Claim Deadline: Claims must be submitted within seven (7) days of the incident.
Credit Application: Service Credits are applied as a credit to your account balance for use against future invoices. Service Credits are not refundable as cash and cannot be transferred to other accounts.
7. Maximum Total Credit
The total amount of Service Credits awarded in any calendar month shall not, under any circumstances, exceed 100% of your monthly recurring charge for the affected service.