Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is a policy governing the use of Double Hosting services under the terms of the Double Hosting Terms of Service. This SLA applies separately to each account using our infrastructure.

1. Active Uptime Guarantee

Double Hosting guarantees a minimum of 99.9% network and server uptime during any given billing cycle. If we fail to meet this guarantee, you are eligible to receive a credit towards future hosting fees.

2. Credit Eligibility Calculation

Credits are calculated based on the monthly fee for the impacted service as follows:

Monthly Uptime Percentage	Credit Percentage
99.9% to 100%	0%
99.0% to 99.89%	10% of monthly fee
98.0% to 98.99%	25% of monthly fee
Less than 98.0%	100% of monthly fee

3. SLA Exceptions

The Uptime Guarantee does not apply to interruptions caused by the following:

• Scheduled maintenance (which will be announced at least 48 hours in advance).
• Issues beyond Double Hosting's reasonable control, including but not limited to force majeure events (e.g., acts of God, flood, war, acts of terror).
• Customer-induced errors or configuration issues leading to downtime.
• Suspension of services due to violation of our Terms of Service or billing delinquencies.

4. Requesting SLA Credits

To receive an SLA credit, the customer must submit a support ticket requesting the credit within 7 days of the end of the month in which the downtime occurred. The ticket must include dates and times of the unavailability.

Credits will be applied to the customer's account and may not be refunded as cash. Credits apply only to future billing cycles.