Service Level Agreement
Our commitment to uptime, performance, and support responsiveness — backed by service credits when we fall short.
1. SLA Overview
AbollyHost is committed to providing a reliable, high-performance hosting environment. This SLA applies to all active, paid hosting services including Shared Hosting, Reseller Hosting, Virtual Private Servers (VPS), and Dedicated Servers. Free trials, promotional accounts, and accounts suspended for non-payment or policy violations are not covered by this SLA.
"Uptime" is defined as the percentage of total monthly minutes during which your service is accessible via the public internet, excluding scheduled maintenance windows and SLA exclusions listed in Section 4.
2. Uptime Guarantees by Service Type
Max ~43 min/month downtime
Max ~43 min/month downtime
Max ~22 min/month downtime
Max ~22 min/month downtime
3. Service Credit Schedule
| Monthly Uptime Achieved | Credit Issued |
|---|---|
| 99.0% – 99.89% (Shared/Reseller) or 99.0% – 99.94% (VPS/Dedicated) | 10% of monthly fee |
| 98.0% – 98.99% | 25% of monthly fee |
| 95.0% – 97.99% | 50% of monthly fee |
| Below 95.0% | 100% of monthly fee |
Service credits are applied as account credit toward future invoices. Credits are not redeemable for cash and are non-transferable. The maximum credit in any single month is limited to 100% of the monthly service fee for the affected service.
4. SLA Exclusions
The following situations are excluded from uptime calculations and do not qualify for service credits:
- Scheduled Maintenance: Planned maintenance windows announced at least 24 hours in advance;
- Emergency Maintenance: Unplanned but necessary maintenance required to prevent greater service disruption;
- Customer-Caused Outages: Downtime resulting from your own actions, scripts, misconfigured applications, or resource exhaustion;
- Force Majeure: Events beyond our reasonable control including natural disasters, government orders, widespread internet outages, or upstream provider failures;
- DDoS Attacks: Downtime caused by volumetric denial-of-service attacks targeting your services or our infrastructure;
- Third-Party Services: Failures in services not operated by AbollyHost (e.g., DNS propagation, CDN providers, payment gateways);
- Suspended Accounts: Any period during which your account is suspended for payment or policy violation.
5. Support Response Times
Critical — Server Down
First response within 1 hour
High — Service Impaired
First response within 4 hours
Medium — Technical Issues
First response within 8 hours
Low — General Enquiries
First response within 24 hours
6. Scheduled & Emergency Maintenance
Scheduled Maintenance
Routine maintenance windows will be announced at least 24 hours in advance via email and via a notice in your client portal. Scheduled maintenance is typically performed between 02:00 and 06:00 WAT (West Africa Time) on weeknights.
Emergency Maintenance
Where urgent maintenance is required to address an active security threat or hardware failure, AbollyHost may perform emergency maintenance without advance notice. We will communicate the nature and estimated duration via our status page as soon as practically possible.
7. Network Performance Standards
- Redundant Connectivity: All servers are connected via at least two independent upstream providers;
- Network Uptime: 99.9% monthly uptime for core network infrastructure;
- Bandwidth: Sufficient bandwidth provisioned to handle normal traffic peaks without throttling;
- BGP Routing: Optimal routing via BGP peering to major regional internet exchange points.
8. Backup Policy
Automatic Backups (Shared & Reseller)
- Daily backups retained for 7 days;
- Weekly backups retained for 4 weeks;
- Backup restoration available via cPanel File Manager or by submitting a support ticket.
VPS & Dedicated Servers
VPS and Dedicated Server customers are responsible for configuring and managing their own backup solutions. AbollyHost offers optional managed backup add-ons for VPS plans.
9. Infrastructure Monitoring
AbollyHost monitors all customer-facing infrastructure 24/7/365 tracking HTTP/HTTPS service availability, server resource utilisation (CPU, RAM, disk I/O), network connectivity and packet loss, SSL certificate validity, and database service health.
10. How to Claim Service Credits
- Submit a support ticket within 7 days of the end of the affected calendar month;
- Include your account username, the affected service, and the dates and times of the outage;
- AbollyHost will verify the claim against our monitoring records within 5 business days;
- Approved credits will be applied to your account within 10 business days of verification.
Claims submitted after the 7-day window will not be eligible for credit.
11. SLA Modifications
AbollyHost reserves the right to modify this SLA with at least 14 days' written notice to affected customers. Modifications will not reduce your guarantee level mid-billing-cycle. If you disagree with a material change, you may cancel your services and request a pro-rated refund in accordance with our Refund Policy.