Service Level Agreement
Last updated: August 2026
Our commitment: 99.9% uptime
We commit to 99.9% availability of your HostPanel services in every calendar month. That is our floor, not our target — our infrastructure is built with redundant power, networking, and storage precisely so you rarely need to read the rest of this page.
If we miss it, we don't make you argue about it. You get service credits, on the sliding scale below, as your sole and exclusive remedy for downtime.
Service credits
Credits are calculated as a percentage of the monthly fee for the affected service and applied to a future invoice:
| Monthly uptime | Service credit |
|---|---|
| Below 99.9% | 5% of monthly fee |
| Below 99.5% | 15% of monthly fee |
| Below 99% | 30% of monthly fee |
| Below 98% | 50% of monthly fee |
For context: 99.9% allows roughly 43 minutes of downtime in a 30-day month. Anything beyond that, and credits start accruing.
How we measure uptime
Uptime is measured per service, per calendar month, from our internal and external monitoring systems. A service is considered unavailable when it cannot be reached over the network due to a failure of HostPanel's infrastructure. Monthly uptime is the percentage of minutes in the month during which the service was available.
What doesn't count as downtime
The following are excluded from uptime calculations:
- Scheduled maintenance — planned work we announce at least 48 hours in advance. We schedule it in low-traffic windows and keep it as short as possible.
- Force majeure — events genuinely outside our control, such as natural disasters, widespread internet outages, or actions of governments.
- Customer-caused issues — downtime resulting from your own applications, configurations, or actions, from third-party software you install, or from suspension for breach of our Terms of Service.
How to claim
Claiming a credit is deliberately simple:
- Open a support ticket from your HostPanel dashboard within 30 days of the end of the month in which the downtime occurred.
- Include the affected service and the approximate times you observed the outage. Our monitoring data does the rest — you don't need to prove anything.
- We verify the claim against our records and apply the credit to your next invoice, normally within 14 days.
Credits apply to the monthly fee of the affected service, are capped at 50% of that fee in any month, and have no cash value. Your account must be in good standing at the time of the claim.
Changes to this SLA
This SLA forms part of our Terms of Service. If we change it, we will give existing customers at least 30 days' notice, and we will never reduce the commitment for a billing period that has already started.