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

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.