Service Level Agreement

Service scope

This Service Level Agreement applies only to ShelbyHost services and infrastructure expressly identified as SLA-eligible in an order, quotation or product description. It supplements the Terms & Conditions; product-specific written terms control if they conflict.

Availability target

ShelbyHost targets 99.9% monthly availability for the network and power supporting eligible hosting services. Availability is measured by ShelbyHost monitoring at the service edge. This is an infrastructure target, not a guarantee that every website, application, database or third-party dependency will be continuously available.

Covered downtime

Covered downtime is a continuous period when an eligible service is unreachable because of a verified failure of ShelbyHost-controlled network or power infrastructure. The period begins when our monitoring confirms the incident or a valid ticket enables confirmation, and ends when connectivity is restored.

Exclusions

• Scheduled or emergency maintenance announced where reasonably possible.
• Customer software, configuration, credentials, DNS, content or resource exhaustion.
• Suspension for non-payment, abuse, security risk or legal requirement.
• DDoS attacks or malicious traffic beyond the protection included with the plan.
• Failures of upstream carriers, registries, licences or other third parties outside our reasonable control.
• Force-majeure events, internet-wide routing events or actions requested by the customer.
• Services marked beta, trial, unmanaged or otherwise excluded in the order.

Support and incident handling

Support is available through the client-area ticket system. Response and resolution times depend on severity, plan scope, required customer cooperation and third-party dependencies. A response target is not a guaranteed resolution time.

Service-credit requests

If monthly availability for an eligible service falls below the stated target, the customer may request a service credit within seven calendar days after the incident. The request must include the service identifier, incident date and time, observed impact and relevant ticket number. Credits are calculated proportionately at ShelbyHost’s reasonable determination and cannot exceed the affected service’s recurring fee for that month.

Credit conditions

Credits are applied to the customer account, are not cash refunds and may not be transferred. The account must be current and in good standing. Duplicate events, excluded downtime and incidents that could not be verified are not eligible. Service credit is the sole remedy for a covered availability failure, to the extent permitted by law.

Monitoring and customer duties

Customers should maintain independent monitoring and backups, promptly report suspected incidents, keep contact details current and provide reasonable diagnostic information. ShelbyHost may require temporary access or cooperation to investigate customer-managed systems.

Contact

Open an authenticated ticket through the client area to report an outage or request an SLA credit. General questions may be sent through the ShelbyHost contact page.