Service level agreement
Reliability you can measure.
This proposed SLA defines availability, exclusions, support boundaries, and the service credits available for eligible paid services.
1. Availability commitment
For eligible paid services, YamsHost targets monthly service availability of 99.9%, measured at the hosting platform or network boundary using YamsHost monitoring systems. The applicable service, measurement method, and start date must be identified in the order.
2. Service credits
| Monthly availability | Credit |
|---|---|
| 99.90% or higher | No credit |
| 99.50% to 99.89% | 10% of affected monthly fee |
| 99.00% to 99.49% | 25% of affected monthly fee |
| Below 99.00% | 50% of affected monthly fee |
Credits are applied to a future invoice, are not cash-refundable, and are subject to the maximum stated in the final agreement. Legal counsel should confirm whether local consumer or contract law changes this remedy.
3. Exclusions
Availability calculations exclude planned maintenance announced at least [48] hours in advance, emergency maintenance, customer application or DNS failures, third-party providers, registrar outages, abuse-related suspension, account non-payment, force majeure, attacks beyond reasonable mitigation, and beta or free services.
4. Support and incident communication
Support response targets are published on the Support page. Response time is not the same as resolution time. During a major incident, YamsHost will publish updates through the status page and communicate material changes to affected customers where reasonably possible.
5. Claims
To request a credit, submit a claim through the client portal within [30] days after the affected month. Include the service identifier, dates and times of the suspected interruption, and supporting information. YamsHost will review the claim using its monitoring records.
6. Relationship to the Terms
This SLA is incorporated into the Terms for eligible services. If there is a conflict, the service-specific order controls the scope and the SLA controls availability and service-credit calculations. Contact legal@yamshost.org with questions.