Hosting Service Level Agreement
Last updated: March 2026
This Service Level Agreement (SLA) describes HostingSSI's availability commitments for its shared hosting services. The SLA applies at the server level — that is, to the server's hardware, network, power, and operating system — and not to the individual configuration of each hosted website.
What does the SLA guarantee?
The SLA covers the availability of the server infrastructure:
- Server hardware (processors, RAM, NVMe disks)
- Network connectivity (fiber optic links, switches, routers)
- Power supply (UPS, backup generators)
- Server operating system (CloudLinux OS, kernel security updates)
- Base services (LiteSpeed web server, MySQL/MariaDB at the server level)
What does the SLA NOT cover?
The SLA does not cover issues originating from the client's configuration:
- Website code (PHP, HTML, JavaScript, CSS)
- CMS plugins, themes and extensions (WordPress, Joomla, etc.)
- Application configuration (.htaccess files, custom php.ini)
- Database errors caused by the client's site queries
- DNS issues configured by the client outside our nameservers
- Exceeding contracted resource limits (CPU, RAM, IOPS, Entry Processes)
Client Responsibility
The client is responsible for:
- Keeping their website updated (CMS, plugins, themes)
- Optimizing code and database queries
- Not exceeding the resource limits of their plan
- Maintaining their own backups of their content
- Implementing good security practices (strong passwords, 2FA)
Backup Responsibility
Although HostingSSI provides automatic backups as a courtesy through JetBackup, the client is solely responsible for maintaining their own data backups. Automatic backups are not guaranteed and do not replace the client's obligation to independently create, verify, and store backup copies.
IMPORTANT: HostingSSI shall not be liable under any circumstances for the loss of client data. For more details on backup responsibilities, see Section 25 of our Terms and Conditions.
Guaranteed Uptime
HostingSSI guarantees the following server availability levels:
- Expert Plan: 99.9% monthly uptime
- Business Plan: 99.95% monthly uptime
- Corporate Plan: 99.95% monthly uptime
- Enterprise Plan: 99.95% monthly uptime
Uptime is measured as the percentage of time the server is operational and accessible through the network, excluding scheduled maintenance and exclusions defined in this document.
Compensation Table
In the event of SLA non-compliance, the following credits will be applied as a discount percentage on the next monthly invoice:
| Downtime Duration | Compensation |
|---|---|
| Downtime less than 1 hour | No compensation |
| Downtime 1 to 6 hours | 10% discount |
| Downtime 6 to 24 hours | 20% discount |
| Downtime 24 to 48 hours | 30% discount |
| Downtime over 48 hours | 35% discount (maximum) |
Plans Included in the Agreement
All shared hosting plans are covered by this agreement. Downtime compensation applies exclusively to Business, Corporate and Enterprise plans.
| Plan | Guaranteed Uptime | Downtime Compensation |
|---|---|---|
| Expert From $2.95/mo | 99.9% | Not included |
| Business From $9.95/mo | 99.95% | Included |
| Corporate From $14.95/mo | 99.95% | Included |
| Enterprise From $24.95/mo | 99.95% | Included |
All plans include free SSL, cPanel, Anti-DDoS protection and 24/7 monitoring.
Exclusions
The SLA does not apply in the following scenarios:
- Scheduled maintenance: notified at least 48 hours in advance by email
- Emergency maintenance: critical interventions for server security or stability that cannot wait for the scheduled maintenance cycle, notified as soon as possible
- DDoS attacks directed specifically at the client's site or IP
- Client actions: configuration changes, scripts consuming excessive resources, or Terms of Service violations
- Force majeure: natural disasters, conflicts, backbone provider outages, government actions
- DNS issues external to HostingSSI's nameservers
How to Request Compensation
To request compensation for SLA non-compliance, the client must open a support ticket within 7 calendar days after the incident, indicating the date, time and approximate duration of the downtime. HostingSSI will verify the incident with its monitoring records and, if confirmed, will apply the corresponding credit to the next invoice.
Questions about the SLA?
If you have questions about this Service Level Agreement, contact us at soporte@hostingssi.com