This Service Level Agreement ("SLA") is part of the DrivenHost Terms of Service and applies to all paid Services.
1. Commitment
DrivenHost commits to 99.9% availability of the network and server infrastructure for each Service in every calendar month. For managed servers and Managed hosting plans the commitment is 99.95%.
"Availability" means the Service can be reached from the public internet and responds to requests. A Service is "unavailable" from the time our monitoring or your support ticket records the outage until the time the Service responds again.
2. What is excluded
Downtime is not counted against the commitment where it results from: scheduled maintenance announced at least 48 hours in advance on the status page and by email (normally carried out between 01:00 and 05:00 Eastern and limited to four hours per month); emergency maintenance required to address a security threat, where we will notify you as soon as practicable; problems with your own application, code, configuration or third-party software; suspension under the Acceptable Use Policy or for non-payment; DNS propagation delays or issues with domains not registered through us; failures of networks, services or equipment outside our control, including your connection and upstream internet providers beyond our data centre edge; distributed denial-of-service attacks beyond the capacity of our mitigation; or events outside our reasonable control.
3. Credits
If availability in a month falls below the commitment, you are entitled to a credit against future invoices for the affected Service:
| Monthly availability | Credit (of that month's fee for the affected Service) |
|---|---|
| Below 99.9% (99.95% managed) but at least 99.0% | 10% |
| Below 99.0% but at least 95.0% | 25% |
| Below 95.0% | 50% |
To claim, open a support ticket within 30 days of the end of the month in question, stating the dates and times of the outage. We will verify against our monitoring and apply the credit within 10 business days. Credits have no cash value, may not exceed the monthly fee for the Service, and are your sole and exclusive remedy for any failure to meet this SLA.
4. Support response
Support is available 24 hours a day, every day, by email and through the client area. Our targets are a first human response within one hour, and for outages on managed Services, engagement of an on-call engineer within 15 minutes of detection. These are targets, not guarantees, and are not covered by the credit table above.
5. Status
Current status, incident history and planned maintenance are published at drivenhost.com/status.