Effective Date: Aug 1, 2025
This Service Level Agreement ("SLA") is a part of the Terms of Service between Petal Host and its clients. It describes the uptime guarantees and service credits offered to customers in case of failure to meet service availability levels.
1. Uptime Guarantee
Petal Host guarantees 99.9% service uptime on all shared hosting, reseller hosting, WordPress hosting, and VPS hosting services, excluding scheduled maintenance or circumstances beyond our control.
2. Service Monitoring
All systems are monitored 24/7. Scheduled maintenance is notified in advance via email or the client portal.
3. SLA Credit Eligibility
- If uptime drops below 99.9% in a given month, you may request a credit as outlined below.
- All requests must be made within 7 days of the end of the affected month by emailing support@petalhost.com.
- Requests must include affected domain or service, downtime logs (if available), and ticket ID.
4. SLA Credit Table
- Uptime ≥ 99.9% – No credit
- Uptime 99.0% – 99.89% – 10% of monthly fee
- Uptime 95.0% – 98.9% – 25% of monthly fee
- Uptime < 95% – 50% of monthly fee
Credits are applied to future invoices only and are not convertible to cash or refunds. Maximum credit shall not exceed 50% of monthly hosting fees.
5. Exclusions
This SLA does not apply in the following cases:
- Scheduled maintenance (with prior notice).
- Outages due to customer errors, scripts, or third-party software.
- DNS, email, FTP, or control panel issues unrelated to uptime.
- Downtime due to DDoS attacks, network outages, or force majeure events.
- Free or trial services.
6. VPS and Dedicated Servers
- Our SLA applies to node uptime. Management of OS, services, or third-party software is the customer's responsibility unless managed services are purchased.
7. Changes to SLA
Petal Host may modify this SLA at any time with notice via client portal or email. Continued use of services constitutes acceptance of the updated terms.
If you have any questions, please contact support@petalhost.com.