Legal
Uptime SLA
Our availability commitment, how we measure it, what is excluded, and the service credits you are owed when we fall short.
Last updated September 2026
Please have a lawyer review this. This document is a well-structured starting point written for a US-based shared hosting and domain reseller, not legal advice. Have counsel licensed in Missouri review it before you publish.
The commitment
We target 99.9% monthly availability for shared hosting network and server uptime. Over a thirty-day month that permits roughly forty-three minutes of unplanned downtime. This SLA applies to paid shared hosting plans in good standing.
How we measure it
Availability is measured from external monitoring nodes in multiple regions, polling at one-minute intervals. An outage begins at the first failed check confirmed by a second node and ends when checks recover. Results are published on our status page, and the same figures are used to calculate credits — we do not keep a separate internal number.
Service credits
| Monthly availability | Approximate downtime | Credit |
|---|---|---|
| 99.9% or above | Up to 43 minutes | None — target met |
| 99.5% – 99.89% | 44 minutes to 3.6 hours | 10% of monthly fee |
| 99.0% – 99.49% | 3.7 to 7.2 hours | 25% of monthly fee |
| 95.0% – 98.99% | 7.3 to 36 hours | 50% of monthly fee |
| Below 95.0% | More than 36 hours | 100% of monthly fee |
Credits are applied to your next invoice. Total credits in any month will not exceed one month's fee for the affected service. Where availability falls below 99% for three consecutive months you may terminate the affected service without penalty and receive a prorated refund of prepaid fees.
Claiming a credit
Open a ticket within thirty days of the end of the affected month, referencing the incident and the dates. We verify against our monitoring records and apply any credit within one billing cycle. We will also apply credits proactively when a platform-wide incident makes the entitlement obvious, but a claim guarantees it is not missed.
Scheduled maintenance
Routine maintenance is performed inside a weekly window of Sunday 02:00 to 06:00 Central Time and is usually invisible. Maintenance expected to cause interruption is announced at least seventy-two hours in advance by email and on the status page. Announced maintenance is excluded from availability calculations. Emergency security patching may be applied without notice; we post it as it happens and count any resulting interruption against the SLA.
Exclusions
The following do not count as downtime:
- Announced scheduled maintenance
- Faults in your own code, CMS, plugins, themes, database queries, or configuration
- Exceeding plan resource limits, or suspension for non-payment or policy violation
- Denial-of-service attacks directed at your site, beyond the mitigation we can reasonably apply
- DNS problems outside our network, including registrar or third-party nameserver issues and propagation delay
- Failures of third-party services you have connected, such as external mail, CDN, or API providers
- Your own connectivity, local network, or ISP routing problems
- Force majeure: natural disaster, war, civil unrest, government action, widespread utility or upstream carrier failure
Incident reporting
We post incidents on the public status page while they are ongoing, not afterwards, and we publish a written post-mortem for any incident exceeding thirty minutes. Post-mortems state what failed, what the impact was, and what we changed — including when the cause was our own error.
Contact
Questions about this document: legal@greatcloudhosting.com, or write to Great Cloud Hosting, a Great Cloud Holdings company, St. Louis, Missouri, United States.