1. SLA Tier Mapping
Each hosting plan from UnderHost/HxC includes a predefined SLA level. These tiers determine hardware replacement response, uptime expectations, and overall service performance.
- STARTER CLOUD: SLA 2.0 – 24h hardware replacement
- PRO CLOUD: SLA 3.0 – 12h hardware replacement
- BUSINESS CLUSTER: SLA 4.0 – 8h hardware replacement
- ENTERPRISE GRID: SLA 5.0 – 2h hardware replacement & custom terms
2. Uptime Guarantee
UnderHost guarantees high uptime based on your selected plan:
- Starter/Pro: 99.9%–99.95% monthly uptime
- Business: 99.99%
- Enterprise: 99.995% with custom SLA options
3. Support Response Time
| Priority |
Initial Response |
Resolution Target |
| Critical |
15 minutes |
1 hour |
| High |
1 hour |
4 hours |
| Medium |
4 hours |
24 hours |
4. Hardware Replacement Policy
Based on SLA tier, hardware failures will be addressed within the following windows:
- SLA 2.0: Replacement within 24 hours
- SLA 3.0: Within 12 hours
- SLA 4.0: Within 8 hours
- SLA 5.0: Within 2 hours + prioritized dispatch
5. SLA Credits & Compensation
If uptime falls below guaranteed thresholds, service credits may be issued:
- 99.0–99.89%: 10% monthly credit
- 95.0–98.99%: 25% monthly credit
- Below 95%: 50% monthly credit
To claim credits, submit a support request within 7 business days of the outage. Include your domain or IP, timestamps, and issue details. Credits are applied to future invoices only.
6. Limitations
This SLA does not apply to:
- Client-side issues or misconfigurations
- Scheduled maintenance windows
- Violations of Acceptable Use Policy
- Force majeure or third-party provider outages
7. Data Integrity Disclaimer
UnderHost is not responsible for data loss due to hardware failure. Clients must maintain off-site backups. We offer optional backup services for all tiers.