Service Level Agreement

SLA at a glance: 99.9% uptime target · 1-hour critical-issue response · network-level attack filtering · automatic service credits for SLA breaches.

1. Service availability

LoafHosts targets 99.9% uptime for all hosting services. That equates to a maximum of 43.8 minutes of unplanned downtime per calendar month. Planned maintenance windows are excluded from uptime calculations.

1a. How uptime is calculated

Uptime is the percentage of a calendar month that our services are available to customers, excluding scheduled maintenance.

2. Support response times

Our support team operates 24/5. Response-time targets:

Critical — 1 hour. Server down or complete service outage.
High — 4 hours. Significant performance degradation.
Normal — 24 hours. General questions, minor issues.

3. DDoS protection

All services include network-level attack filtering. Our systems are designed to detect and mitigate common network-layer attacks automatically.

4. Service credits

If we miss our SLA commitments, you may be eligible for service credits:

99.0% – 99.8% uptime — 10% credit.
95.0% – 98.9% uptime — 25% credit.
Below 95.0% uptime — 50% credit.

4a. Credit request process

Service credits must be requested within 30 days of the incident. Credits are applied to the next billing cycle and cannot exceed 50% of your monthly service fee.

5. Planned maintenance

Scheduled maintenance is performed during low-traffic periods. Customers will be notified at least 48 hours in advance. Emergency maintenance may be performed with shorter notice.

6. Network performance

We maintain redundant high-speed network connections and monitor performance continuously. Our network is designed for fault tolerance and consistent throughput.

7. Backups and recovery

We perform regular backups of customer-facing infrastructure and maintain disaster-recovery procedures. Customers are responsible for maintaining their own backups of important data.

8. Security

Our infrastructure includes layered security: firewalls, intrusion detection, regular security audits, and industry-standard practices.

9. Exclusions

This SLA does not apply to:

Issues caused by customer actions or configurations.
Third-party software or services.
Internet connectivity issues beyond our control.
Force majeure events.
Scheduled maintenance windows.

10. SLA modifications

We may modify this SLA. Customers will be notified of any material changes at least 30 days in advance.