Service Level Agreement

This Service Level Agreement (the “SLA”) sets out the uptime and hardware-replacement commitments Host4Geeks LLC (“Host4Geeks,” “we,” “us,” or “our”) makes for its production Services, and the service credits available to customers if we fail to meet them.

This SLA forms part of, and is incorporated by reference into, our Terms of Service. Capitalized terms used but not defined here have the meanings given to them in the Terms of Service. Service credits are the sole and exclusive remedy for any failure by Host4Geeks to meet the commitments in this SLA.

1. Uptime Guarantee

Host4Geeks guarantees a 99.9% network and server uptime in any given calendar month for the following Services:

• Shared Hosting
• Reseller Hosting
• Semi-Dedicated Hosting
• Managed WordPress Hosting
• Unmanaged VPS
• Managed VPS
• Managed Odoo Hosting
• Unmanaged Dedicated Servers
• Managed Dedicated Servers

If, in any given calendar month, we fail to meet this guarantee, you may request a service credit in accordance with this SLA.

2. SLA Credit Schedule

Service credits are calculated as a percentage of your monthly renewal price for the affected Service, based on the monthly uptime achieved:

Credits are applied to your Host4Geeks account as a credit balance and may be used against future invoices. SLA credits are not redeemable for cash and do not entitle you to a refund. Where you pay for the affected Service on an annual or longer Billing Cycle, the “monthly renewal price” is calculated by dividing the prepaid term price by the number of months in the term.

3. Hardware Replacement (Dedicated Servers Only)

For both Unmanaged and Managed Dedicated Servers, Host4Geeks will replace failed hardware within six (6) hours of your verified report of the problem. If hardware replacement takes longer than six hours, Host4Geeks will credit 5% of the monthly fee for the affected server for each additional two (2) hours of downtime, up to a maximum of 100% of the monthly fee for that server.

Hardware replacement begins from the time we confirm a hardware fault. Time spent diagnosing the issue, waiting for customer-side authorization to proceed, or waiting on customer-provided information does not count toward the six-hour replacement window.

4. How to Claim a Credit

To claim a service credit under this SLA, all of the following requirements must be met:

• Your account must be in good standing, with no overdue invoices, pending cancellations, abuse reports, or unresolved AUP violations at the time of the claim.
• You must submit a ticket through the client portal to the Billing department.
• The request must be submitted within five (5) days of the reported downtime.
• The request must reference a ticket ID or announcement notification corresponding to the service interruption.

Host4Geeks will review the claim and, where eligible, apply the credit to your account within a reasonable time. Determination of eligibility, uptime measurement, and credit amount is made by Host4Geeks based on our internal monitoring records, which shall be conclusive in the event of any dispute.

5. Exclusions

The following events are excluded from uptime calculations and do not entitle you to a service credit under this SLA:

5.1 General Exclusions (All Services)

• Denial-of-service (DoS) and distributed denial-of-service (DDoS) attacks.
• Scheduled downtime, emergency maintenance, or planned maintenance windows.
• Interruption of Service resulting from unpaid invoices, abuse notifications, AUP violations, or breach of the Terms of Service.
• ISP, last-mile, or other customer-side connectivity issues.
• Customer-controlled downtime, including customer-initiated reboots, misconfiguration, or customer-installed software or scripts.
• Natural disasters, force majeure events, and other events beyond the reasonable control of Host4Geeks.

5.2 Additional Exclusions (VPS, Odoo, and Dedicated Servers)

In addition to the general exclusions in Section 5.1, the following exclusion applies to Unmanaged VPS, Managed VPS, Managed Odoo Hosting, Unmanaged Dedicated Servers, and Managed Dedicated Servers:

• Downtime caused by internal application services running on the Service, including but not limited to MySQL, MariaDB, Apache, NGINX, PHP, and similar software stacks, except where the downtime is directly attributable to Host4Geeks’ infrastructure or, in the case of Managed Services, to a fault in the management activities expressly covered under the relevant management scope.

6. Measurement

Uptime is measured by Host4Geeks’ network and server monitoring systems on a calendar-month basis. Downtime is measured from the time Host4Geeks confirms an outage affecting the Service (whether through internal monitoring or a customer report) until the time the affected Service is restored to normal operation. Brief, transient interruptions of less than one (1) minute in aggregate per incident are not counted as downtime.

7. Changes to This SLA

Host4Geeks may update this SLA from time to time. The “Last Updated” date at the top of this document reflects the most recent revision. Material changes will be notified by email or through the client portal at least thirty (30) days before they take effect. Your continued use of the Services after the effective date constitutes your acceptance of the updated SLA.

8. Contact Us

For SLA credit claims or questions about this SLA:

Host4Geeks LLC
340 S Lemon Ave, Walnut, CA 91789, United States

• Billing & SLA Claims: billing@h4g.co
• General Support: support@h4g.co
• Legal: legal@h4g.co