This Service Level Agreement (“SLA”) describes availability targets for VeyoHost public hosting plans and forms part of the Terms of Service.
VeyoHost
1111B S Governors Ave STE 23840
Dover, Delaware, USA
support@veyohost.com
1. Scope
This SLA applies to paid Single Site and Unlimited hosting plans purchased through VeyoHost for production websites on the managed hosting platform.
It does not create a separate warranty beyond what is stated here and in the Terms. Custom enterprise agreements, if signed, control over this page for those accounts.
2. Monthly uptime target
VeyoHost targets 99.9% monthly network/platform availability for the hosting origin and platform services under our control.
Availability is measured as the percentage of minutes in a calendar month during which the customer’s hosting service can serve HTTP/HTTPS responses from the platform, excluding Excused Downtime below.
3. Excused Downtime
The following do not count against the uptime calculation:
- Scheduled maintenance announced in advance when practical
- Emergency security maintenance reasonably required to protect the platform or customers
- Failures caused by customer applications, plugins, themes, custom code, or misconfiguration
- DNS, domain registrar, or email issues outside VeyoHost control
- Upstream internet, ISP, or third-party network failures beyond our reasonable control
- DDoS or abuse events that require temporary mitigation affecting reachability
- Suspension for non-payment or Acceptable Use Policy violations
- Force majeure events (natural disaster, war, labor dispute, government action, widespread utility failure)
4. Service credits
If Monthly Uptime for an eligible account falls below 99.9% due to Unexcused Downtime, you may request a service credit as follows:
| Monthly uptime | Credit against the affected monthly equivalent |
|---|---|
| 99.0% to < 99.9% | 10% |
| 95.0% to < 99.0% | 25% |
| Below 95.0% | 50% |
Credits are calculated against the prepaid fee for the affected service, prorated to a monthly equivalent for yearly plans. Credits are applied to future hosting charges and are not cash refunds unless required by law. Total credits in a month will not exceed 50% of that month’s equivalent fee for the affected service.
5. How to claim a credit
Email support@veyohost.com within thirty (30) days after the end of the month in which the incident occurred, including:
- Account email and service identifier
- Dates/times (UTC) of the incident
- Description of impact and any evidence available
We will review platform logs and respond with approval, partial approval, or denial. Claims submitted late may be rejected.
6. Sole remedy
Unless mandatory law provides otherwise, service credits under this SLA are your sole and exclusive remedy for unavailability covered by this SLA.
7. Changes
We may update this SLA by posting a revised version with a new date. Material reductions in the uptime target will not apply retroactively to a prepaid term already in progress, except where required by law or a superior written agreement.