1) Uptime Commitment

We aim to provide a reliable hosting platform with a monthly uptime target. Uptime is measured over a calendar month and excludes approved maintenance windows.

• Target Uptime: 99.9% monthly uptime for shared hosting services.
• Measurement: Based on network and service availability on our infrastructure.

2) Scheduled Maintenance

Maintenance may be required to keep services secure and stable. When possible, we will provide advance notice via the client area or email.

• Scheduled maintenance windows are excluded from uptime calculations.
• Emergency maintenance may occur with limited notice.

3) What’s Not Covered

Uptime or performance issues caused by the following are not covered under this SLA:

• Customer configuration errors, scripts, or third-party plugins/themes.
• Abuse-related suspensions, malware infections, or compromised accounts.
• Issues outside our network (ISP outages, upstream provider problems, DNS outside our control).
• Force majeure events (natural disasters, widespread internet disruptions).

4) Support Channels

Support is provided through our official channels. For the fastest resolution, include your domain/service ID, a clear description of the issue, and any relevant screenshots or error messages.

• Email: support@virtualskyhost.com
• Client Login: Client Area

5) Support Response Targets

Response targets are best-effort and depend on issue complexity and ticket volume. “Response” means acknowledgement and initial triage, not guaranteed resolution.

• Critical (service down): target response within 2–6 hours
• High (major impact): target response within 6–12 hours
• Normal (general support): target response within 12–24 hours

6) Service Credits

If monthly uptime falls below the target, eligible customers may request a service credit. Credits apply only to the affected service and do not include third-party fees or one-time charges.

• Below 99.9%: 5% credit of the monthly hosting fee
• Below 99.0%: 10% credit of the monthly hosting fee
• Below 98.0%: 20% credit of the monthly hosting fee

Credits are issued at our discretion after verification and are limited to the monthly fee for the affected service.

7) How to Request a Credit

• Submit a request within 7 days after the end of the month in which the downtime occurred.
• Include your service ID, affected domain, and the dates/times of the incident.
• Requests can be sent to support@virtualskyhost.com.

8) Updates to This SLA

We may update this SLA from time to time to reflect changes in services or operational requirements. The latest version will be posted on our website.

Continued use of services after an update constitutes acceptance of the updated SLA.