SLA

EnderHost SLA
Effective Date: 07/15/25

1. Introduction

EnderHost is committed to delivering industry-leading service uptime with a 99.99% availability goal. This Service Level Agreement (SLA) applies to all shared clients and outlines the performance standards and support levels we strive to maintain. Should any issues arise, please open a billing ticket to claim SLA Credit or request a service extension.

2. Service Downtime

Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services as described herein, provided the interruption is determined to have been caused by a problem in the immediate EnderHost services or network segment as confirmed by EnderHost. Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. EnderHost is not responsible for any unplanned outages due to third-party software/hardware failure.

3. SLA Credit & Service Extensions

SLA credits are applied when a service remains unreachable for more than 15 consecutive minutes. For every additional full hour of uninterrupted downtime beyond the initial 15 minutes, the Client will receive a credit equal to 1% of the affected service's monthly fee—up to a maximum credit of 100% of that service's value.

Alternatively, Clients may choose to extend their service time instead of receiving a monetary credit. The service extension periods are as follows:

• 1 hour of downtime: Service is extended by 1 day.
• 2 to 6 hours of downtime: Service is extended by 2 days.
• 6 to 24 hours of downtime: Service is extended by 3 days.
• More than 24 hours of downtime: Service is extended by an additional 1 day for every extra 24-hour period.

4. SLA Exclusions

The following events do not qualify for SLA credits or service extensions:

• Scheduled or Emergency Maintenance: Downtime caused by planned or urgent maintenance activities, which will be announced in advance (when possible) via our official Discord server.
• Acts of God: Downtime resulting from extreme weather or other natural events as defined by applicable legislation.
• Unlawful Activities: Downtime caused by DDoS attacks, illegal server activities, or terminations related to unlawful behavior.
• Client Internet Issues: Interruptions due to the Client’s own internet connectivity or infrastructure problems not attributable to EnderHost.
• Resource Exceedance: Downtime resulting from exceeding the resource limits allocated under the Client’s chosen plan.
• Fraudulent Claims: Claims that EnderHost determines to be fraudulent or made in bad faith.

5. Procedure for Claiming SLA Credit

To request SLA credit, the Client must open a billing ticket within 7 days of the downtime incident. The ticket should include details of the downtime and the affected service. EnderHost will review the claim and determine eligibility for SLA credit.

6. Limitation of Liability

EnderHost' liability for any claims arising out of this SLA will not exceed the total amount paid by the Client for the service affected during the period of downtime.