Service Level Agreement

This Service Level Agreement ("SLA") defines the availability commitment provided by Hostry Compute LLC ("Hostry", "we", "us", "our") for eligible infrastructure services.

1. Scope

This SLA applies to:

• paid virtual servers (VPS / VDS), including Windows VPS;
• paid dedicated servers.

This SLA does not apply to:

• Hostry websites, the customer portal, billing systems or support systems;
• shared web hosting, website builder, domain registration, DNS, VPN and SSL services;
• third-party services or integrations;
• free, trial, promotional or suspended services;
• any service during a period of suspension under the Master Service Agreement.

2. Availability Commitment

An availability target of 99.5% corresponds to a maximum of approximately 3 hours and 36 minutes of unavailability per 30-day month, excluding the events listed in Section 5 and the maintenance described in Section 6.

Availability is calculated per calendar month, per individual service, as:

3. Definition of Availability

3.1 Virtual Servers (VPS / VDS)

Availability refers to the operational status of the cluster node on which the virtual machine is hosted, and to network reachability of that node from the Hostry network.

3.2 Dedicated Servers

Availability refers to the operational status of critical hardware and rack infrastructure, including:

• power delivery to at least one functional PDU feed;
• environmental conditions within equipment vendor operating ranges;
• network reachability of the server's switch port from the Hostry network.

Hostry is not responsible for the internal software state of customer systems. A server that is powered and reachable at the network port but unresponsive due to the customer's operating system, firewall rules, application state or configuration is considered available for the purposes of this SLA.

Where a dedicated server is delivered on infrastructure operated by a third-party provider, availability is determined on the basis of the monitoring data available to Hostry and of the incident records provided by that provider.

4. Network Availability

Hostry actively monitors its core network infrastructure. This SLA does not guarantee end-to-end connectivity between an individual server and any specific point on the internet, since the intervening networks are outside Hostry's control.

If a customer experiences packet loss exceeding 1% between their service and the reference IP address of the relevant location, the customer must notify Hostry support and provide the supporting technical data (traceroute, MTR, timestamps with timezone). Network issues originating outside Hostry's direct control are excluded from this SLA.

5. Exclusions

This SLA does not apply to unavailability caused by:

• customer software, operating systems, applications or configurations;
• customer-initiated actions, reboots or shutdowns;
• denial-of-service (DoS / DDoS) attacks against the customer's service or against Hostry infrastructure;
• security incidents or malicious activity, including compromise of the customer's systems;
• suspension or restriction of the service under the Master Service Agreement or the Acceptable Use Policy, whether automatic or manual;
• non-payment, expiry or non-renewal of the service;
• third-party networks, upstream providers or global internet routing events;
• force majeure events as defined in the Master Service Agreement;
• protective measures applied under Section 6.3 of the Master Service Agreement, including rate limiting, filtering and blackholing.

6. Maintenance

This SLA does not apply during:

• scheduled maintenance;
• emergency maintenance required to protect infrastructure, services or other customers.

Scheduled maintenance is announced in advance through the Portal. Emergency maintenance may be announced after completion where advance notice is not reasonably possible.

Short interruptions not exceeding 30 minutes in aggregate per calendar month are excluded from SLA calculations.

7. Outage Credits

7.1 Calculation

Where a violation of the availability commitment is confirmed, the customer is eligible for an outage credit equal to three (3) times the duration of the confirmed unavailability, calculated against the pro-rated monthly fee for the affected service.

Credits are issued as internal account credit only. They may be used for future services, are non-transferable, and cannot be exchanged for cash, refunded or paid out externally.

The total credit issued for any calendar month shall not exceed the monthly fee paid for the affected service for that month.

7.2 Requesting Credits

To request an outage credit the customer must, within 24 hours of the end of the incident, open a ticket in the Portal that:

• identifies the affected service;
• states the start and end time of the unavailability, including timezone;
• describes the incident and includes any supporting technical data;
• explicitly requests an SLA outage credit.

Failure to submit a request within this timeframe waives eligibility for credits for that incident.

7.3 Ineligible Claims

Credits are not granted for events excluded under Section 5, for issues outside Hostry's direct control, or for outage claims that cannot be verified against Hostry's own monitoring records. Hostry's monitoring data is the reference source for determining the duration of an incident. Where the affected service is delivered on infrastructure operated by a third-party provider, the incident records of that provider are treated as an equally authoritative source.

7.4 Sole Remedy

Outage credits are the sole and exclusive remedy available to the customer for any failure to meet the availability commitment in this SLA.

8. Hardware Failure

If a purchased server fails and cannot be restored, Hostry will provide an equivalent replacement or a credit for the remaining prepaid period, at Hostry's election. This is in addition to any outage credit under Section 7.

Replacement is carried out within a reasonable period, taking into account the availability of equipment at the location concerned. Where the server is delivered on infrastructure operated by a third-party provider, replacement is subject to that provider's procedures and lead times; a credit for the remaining prepaid period remains available as an unconditional alternative.

9. Relationship to Other Policies

This SLA operates together with the Master Service Agreement, the Acceptable Use Policy, the Service Suspension & Retention Policy and the Refund & Payment Policy. Nothing in this SLA limits Hostry's right to suspend or terminate services under the Master Service Agreement.

10. Updates

Hostry may update this SLA from time to time. The effective date at the top of this page indicates the most recent revision. Changes to the availability commitment apply prospectively only and do not affect incidents occurring before the effective date of the change.

11. Contact

Questions regarding SLA coverage, and outage credit requests, must be submitted through the Portal ticket system.