Service Level Agreement

This Service Level Agreement ("SLA") describes the uptime commitments and service credit policies for all VPS hosting services provided by YourBudgetHosting Inc. ("Company", "we", "us"). This SLA is incorporated into and forms part of our Terms of Service.

1. Uptime Guarantee

YourBudgetHosting guarantees the following monthly network uptime for each service tier:

• Standard VPS (Linux & Windows): 99.9% monthly uptime, equating to no more than 43 minutes and 28 seconds of downtime per month
• Managed VPS: 99.9% monthly uptime, equating to no more than 43 minutes and 28 seconds of downtime per month
• Cloud VPS: 99.99% monthly uptime, equating to no more than 4 minutes and 22 seconds of downtime per month

Uptime is measured as the percentage of time during a calendar month that your VPS is accessible via the network and operational. We monitor uptime continuously from multiple external monitoring points.

2. Service Credit Schedule

If we fail to meet the applicable uptime guarantee in any calendar month, you are entitled to service credits as outlined below:

Monthly Uptime	Standard/Managed VPS Credit	Cloud VPS Credit
99.0% – 99.89%	10% of monthly fee	10% of monthly fee
98.0% – 98.99%	25% of monthly fee	25% of monthly fee
95.0% – 97.99%	50% of monthly fee	50% of monthly fee
Below 95.0%	100% of monthly fee	100% of monthly fee

3. Scope of Coverage

This SLA covers the following components of our VPS hosting infrastructure:

• Network connectivity: Availability of network access to and from your VPS via our upstream providers
• Compute infrastructure: Availability of the hypervisor and compute resources allocated to your VPS
• Storage infrastructure: Availability of the storage systems backing your VPS disk volumes
• Power and cooling: Availability of electrical power and environmental controls in our data centers

4. Exclusions

The uptime guarantee does not apply to downtime resulting from the following:

• Scheduled maintenance: Pre-announced maintenance windows (minimum 72 hours advance notice via email and status page), typically scheduled during low-traffic hours
• Customer actions: Downtime caused by your software, configurations, scripts, or actions taken within your VPS (e.g., misconfigured firewall rules, crashed applications, kernel panics caused by customer modifications)
• Force majeure: Events beyond our reasonable control, including natural disasters, war, terrorism, pandemics, government actions, or widespread internet outages
• Third-party failures: Failures of third-party services, DNS providers, or upstream internet service providers outside our network
• DDoS attacks: While we provide DDoS mitigation, attacks exceeding our mitigation capacity (above 1 Tbps) may cause temporary disruption and are excluded from SLA calculations
• Abuse or violations: Services suspended or terminated due to Terms of Service or Acceptable Use Policy violations
• Resource exhaustion: Performance degradation within your VPS due to exceeding allocated CPU, RAM, or I/O resources

5. Scheduled Maintenance

We perform necessary maintenance to ensure the security, performance, and reliability of our infrastructure. Our maintenance policies:

• Advance notice: A minimum of 72 hours notice for scheduled maintenance, provided via email and our status page
• Maintenance windows: Scheduled during low-traffic hours (typically between 02:00 and 06:00 UTC on weekdays) to minimize impact
• Duration: Most maintenance activities are completed within 30 minutes. If longer downtime is expected, it will be stated in the maintenance notice
• Emergency maintenance: In rare cases where an urgent security patch or critical fix is required, we may perform emergency maintenance with shorter notice. We will communicate via email and status page as quickly as possible

6. Incident Response Times

When an incident occurs that impacts service availability, we commit to the following response times:

Severity	Description	Response Time	Update Frequency
Critical (P1)	Complete service outage affecting multiple customers	Within 15 minutes	Every 30 minutes
Major (P2)	Significant degradation or partial outage	Within 30 minutes	Every 60 minutes
Minor (P3)	Limited impact, service operational with issues	Within 2 hours	Every 4 hours
Low (P4)	Cosmetic or non-impacting issues	Within 8 hours	As resolved

7. Monitoring and Reporting

We continuously monitor all VPS hosting infrastructure from multiple external vantage points around the world. Monitoring includes:

• Network reachability checks every 60 seconds from 10+ global monitoring locations
• Hypervisor and compute node health monitoring with sub-minute detection
• Storage system I/O and latency monitoring in real time
• Automated alerting and escalation to on-call engineering staff 24/7

Real-time infrastructure status and historical uptime data are published on our public status page, accessible to all customers at any time.

8. Service Credit Limitations

• The maximum total service credit in any calendar month shall not exceed 100% of that month's service fee for the affected VPS
• Service credits are applied as account credits and cannot be redeemed for cash or transferred to other accounts
• Credits must be used within 12 months of issuance; unused credits expire after this period
• Service credits are the sole and exclusive remedy for any failure to meet this SLA
• Accounts with overdue balances are not eligible for service credits until the balance is settled

9. SLA Modifications

We reserve the right to modify this SLA with at least 30 days advance notice. Changes will be communicated via email to all active customers and posted on this page. Any changes to the SLA will not apply retroactively to incidents that occurred before the modification date.

10. Contact

For questions about this SLA or to report a service disruption:

YourBudgetHosting Inc.
Email: [email protected]
Phone: +1 (800) 555-0199 (24/7)
Live Chat: Available 24/7 at yourbudgethosting.com/contact