Last updated: August 5, 2026
This Service Level Agreement (“SLA”) defines the uptime commitment for ZFHosts hosting services, how it is measured, and the credits available when we do not meet it. It is part of our Terms of Service.
The commitment
We guarantee 99.9% server uptime measured over each calendar month.
How uptime is measured
Uptime is based on server availability — whether the server hosting your service is powered on, connected to the network, and able to serve requests — as recorded by an independent external monitoring service that watches our shared hosting server. Monitoring is at the server level, not per site: it records whether the server was reachable, not whether an individual site returned a particular response. This is not a page-load-time or application-response guarantee.
What is excluded
Downtime resulting from the following does not count against the SLA:
- Scheduled maintenance windows (announced at least 48 hours in advance)
- Changes made by the account holder, including code deployments and configuration changes
- Third-party plugins, themes, or software installed on your service
- Suspension or termination under our Terms of Service or Acceptable Use Policy
- Factors outside our infrastructure, including upstream network events, DNS issues outside our control, and force majeure events
Service credits
If server uptime in a calendar month falls below the commitment, you are eligible for a credit against future service, calculated from the monthly-equivalent fee of the affected service:
| Monthly uptime | Credit |
|---|---|
| Below 99.9% | 10% |
| Below 99.0% | 25% |
| Below 95.0% | 50% |
Credits are applied to your account balance in the client portal and used against future invoices. Credits are not redeemable for cash, and the total credit for any month will not exceed 50% of the monthly-equivalent fee for the affected service.
How to claim
Open a ticket in the client portal within 30 days of the incident, identifying the affected service and the dates and times of the downtime. We will check the claim against the independent availability record for the period and apply any credit due to your next invoice.
Sole remedy
Service credits under this SLA are your sole and exclusive remedy for any failure to meet the uptime commitment.