Service Level Agreement (SLA)
Service Availability
HOSTVIA is committed to providing reliable and high-quality hosting services. We strive to maintain a high level of service availability across our infrastructure. While we aim for maximum uptime, occasional interruptions may occur due to scheduled maintenance, system upgrades, network issues, or events beyond our control. Service availability is calculated on a monthly basis and excludes downtime caused by factors outside HOSTVIA’s reasonable control.
Scheduled Maintenance
HOSTVIA may perform scheduled maintenance to ensure optimal performance, security, and stability of our services. Whenever possible, customers will be notified in advance of planned maintenance that may affect service availability. Scheduled maintenance windows are not considered service downtime under this SLA.
Unscheduled Downtime
Unscheduled downtime refers to unexpected interruptions in service caused by system failures, network issues, or other technical problems within HOSTVIA’s infrastructure. In such cases, HOSTVIA will make reasonable efforts to restore services as quickly as possible. Downtime resulting from customer actions, third-party services, software misconfiguration, or violations of HOSTVIA policies is not covered under this SLA.
Performance and Network Reliability
HOSTVIA continuously monitors its network and server performance to ensure stable and efficient service delivery. While we work to maintain optimal performance levels, HOSTVIA does not guarantee specific load times, bandwidth speeds, or performance results, as these may vary based on usage patterns, applications, and external network conditions.
Support Services
HOSTVIA provides technical support to assist customers with service-related issues. Support is available through designated communication channels such as support tickets or email. Response and resolution times may vary depending on the nature and severity of the issue. HOSTVIA will make reasonable efforts to respond promptly and resolve issues within a practical timeframe.
Customer Responsibilities
Customers are responsible for maintaining the security and proper configuration of their accounts, applications, and hosted content. This includes managing passwords, keeping software updated, and ensuring regular backups of data. HOSTVIA is not responsible for service issues caused by customer misconfiguration, third-party software, or security breaches resulting from customer actions or negligence.
Data Protection and Backups
HOSTVIA may perform routine system backups as part of its operational processes; however, backups are provided as a convenience and are not guaranteed. Customers are solely responsible for maintaining their own backups of all data hosted on HOSTVIA servers. HOSTVIA shall not be liable for data loss, corruption, or restoration failures.
Service Credits
In the event that HOSTVIA fails to meet its stated service availability commitments, customers may be eligible for service credits, subject to verification and approval. Service credits, if applicable, will be applied to future billing cycles and are the sole and exclusive remedy for service availability issues. Service credits are not redeemable for cash and do not apply to one-time fees, domain registrations, or third-party services.
Limitations and Exclusions
This SLA does not apply to downtime or service issues caused by factors beyond HOSTVIA’s control, including but not limited to natural disasters, acts of government, internet backbone failures, denial-of-service attacks, or force majeure events. Downtime resulting from scheduled maintenance, customer actions, or third-party software or services is also excluded from this SLA.
Modification of SLA
HOSTVIA reserves the right to modify this Service Level Agreement at any time. Changes will be posted on this page with an updated effective date. Continued use of HOSTVIA services after changes are published constitutes acceptance of the revised SLA.
Governing Law
HOSTVIA reserves the right to modify this Service Level Agreement at any time. Changes will be posted on this page with an updated effective date. Continued use of HOSTVIA services after changes are published constitutes acceptance of the revised SLA.