Hosting Service SLA
1. Server Uptime
We guarantee a monthly server uptime of 99.9%.
2. Definitions
2.1 Monthly Total Operating Time
Monthly Total Operating Time refers to the total time in a given month (from 00:00 on the 1st day to 23:59:59 on the last day) minus the time allocated for scheduled maintenance.
2.2 Total Downtime
Total Downtime refers to the total time during which the server is unavailable. The following times are excluded from this calculation:
- Time during scheduled maintenance
- Downtime due to issues that recover naturally within 5 minutes
- Time misrepresented as downtime due to monitoring system errors
2.3 Scheduled Maintenance
Scheduled Maintenance refers to planned downtime for server maintenance or upgrades that has been notified in advance. Generally, scheduled maintenance will be announced at least 24 hours in advance via email or on our website.
3. Monthly Uptime Calculation
Monthly Uptime = (Monthly Total Operating Time − Total Downtime) ÷ Monthly Total Operating Time × 100
4. Refunds
If the monthly uptime is less than 99.9%, we will issue a refund in the form of a credit on the following month’s hosting service fee, based on the following rates:
- Monthly Uptime 99.0% or higher – less than 99.9%: 20%
- Monthly Uptime 98.0% or higher – less than 99.0%: 40%
- Monthly Uptime 97.0% or higher – less than 98.0%: 60%
- Monthly Uptime 96.0% or higher – less than 97.0%: 80%
- Monthly Uptime less than 96.0%: 100%
4.1 Refund Procedure
Refunds will be applied as credits towards the following month’s billing. No cash refunds will be provided.
5. Incident Reporting and Response
In the event of an incident, we will promptly identify the cause and take appropriate action. Notifications of incidents will be communicated via email or on our website.
6. Exclusions
The following circumstances are excluded from the uptime calculation and refunds:
- Force majeure events such as natural disasters, war, or acts of terrorism
- External attacks such as DDoS attacks
- Downtime caused by user negligence or unauthorized activities
7. Support
We offer 24/7 support. For incident reporting or issues, please contact our support team via email or phone.
8. Limitation of Liability
Our liability is limited to the refund specified above. We are not liable for indirect, incidental, or special damages, even if we have been informed of the possibility of such damages.
Last Updated: July 1, 2024