Service Level Agreement
Our commitment to uptime and reliability.
Last Updated: May 26, 2026
Service Level Agreement Overview
At Ghostly Host, we understand how important uptime is. This Service Level Agreement (SLA) outlines our commitment to maintaining reliable service across all plans and clients.
Definition of Downtime
Downtime refers to any unplanned service interruption where your server cannot be reached via ping or TCP port checks from within the Ghostly Host network.
Service Credit Policy
If your service experiences unexpected downtime, you may qualify for service credits. These credits can be applied toward future invoices. Credits begin accumulating after 10 consecutive minutes of downtime. For every additional hour of continuous downtime, you may request 5% of your monthly service cost, up to a maximum of 100%. If downtime exceeds 24 hours, an additional 50% of that month’s service cost may be credited.
Scheduled Maintenance
From time to time, maintenance may be required to ensure system stability and performance. These events are planned in advance and do not qualify for service credits. We will provide at least 24 hours notice prior to any scheduled maintenance.
Emergency Maintenance
In urgent situations, such as critical security patches or major system issues, emergency maintenance may be required. We will provide notice 15–30 minutes before the maintenance begins whenever possible. Emergency maintenance periods will not exceed 30 minutes and are excluded from SLA credit eligibility.
Limitations and Exclusions
The following situations are not covered under this SLA: - Issues caused by third-party software or user modifications - Hardware-related failures outside of our control - Network disruptions or outages at third-party data centers - Distributed denial-of-service (DDoS) attacks or malicious activity - Natural disasters or events beyond our control - Any claims determined to be fraudulent or invalid
Feature Availability
In rare cases, certain control panel features may be temporarily disabled to maintain system integrity or resolve ongoing issues. These situations are not considered downtime and are excluded from SLA claims.
Requesting Service Credits
To request service credits, you must submit a ticket to our billing department. All claims are reviewed and validated before credits are issued.