UnderHost SLA and uptime guarantee
UnderHost provides a 99.9% uptime guarantee on all hosting plans. This article explains what the SLA covers, how to claim credits,
UnderHost NOC
Network Operations
UnderHost provides a 99.9% monthly uptime guarantee on all hosting infrastructure. This means downtime attributable to UnderHost's network, hardware, or software should not exceed 43.8 minutes per month (0.1% of 30 days).
What is covered
- Unplanned server downtime due to hardware failure
- Network outages within UnderHost's infrastructure
- Data center power or connectivity failures affecting service
- Software-level service failures on UnderHost-managed systems
Uptime is measured from the network edge-whether UnderHost's infrastructure is accessible, not whether your specific website is loading correctly.
What is not covered
- Downtime caused by your own code, misconfiguration, or scripts
- Suspended services due to unpaid invoices
- Suspended services due to AUP violations
- DNS propagation delays after a change you initiated
- Third-party service issues (your registrar's DNS, Cloudflare outage, etc.)
- Scheduled maintenance (announced in advance on the status page)
- Force majeure events
How to claim SLA credit
If downtime attributable to UnderHost exceeds the SLA threshold in a billing period:
- Open a Billing support ticket within 30 days of the downtime incident
- Provide the date, time, and duration of the outage you experienced
- Reference any incident listed on the Network Status page
- Our team will review and apply credit to your account if eligible
SLA credits are applied as account credit toward future invoices. They are not paid out as cash refunds.
Incidents are documented on the Network Status page with start times, resolution times, and affected services. Referencing the incident number in your ticket speeds up SLA review significantly.
Experiencing downtime?
Contact our support team if your service is down. You may be eligible for an SLA credit.
