This Service Level Agreement (“SLA”) is part of the PomeloHost Terms of Service. It describes our availability commitment and the service credits you can receive if we do not meet it.
1. Our commitment
We commit to 99.9% monthly availability for:
- VPS: the network and the physical host on which your virtual server runs;
- Web, WordPress and agency hosting: the web server serving your websites;
- PomeloHost Mail: the ability to send and receive email.
Microsoft 365 availability is covered by Microsoft’s own service level agreement. Managed IT and development services are covered by your service agreement or statement of work.
2. How availability is measured
Monthly availability is the percentage of minutes in a calendar month in which the service is available, excluding the exclusions in Section 4. A service is unavailable when it cannot be reached from the internet because of a failure in our network, hardware or platform, as confirmed by our monitoring or our investigation of your report.
3. Service credits
| Monthly availability | Credit (% of the monthly fee for the affected service) |
|---|---|
| Below 99.9% | 10% |
| Below 99.5% | 25% |
| Below 99.0% | 50% |
| Below 95.0% | 100% |
For services paid for longer terms, the monthly fee is the total price of the term divided by the number of months in the term. Credits are applied to future invoices and cannot be exchanged for cash. Total credits for a month cannot exceed 100% of the monthly fee for the affected service.
4. Exclusions
The commitment does not apply to unavailability caused by:
- scheduled maintenance announced at least 48 hours in advance, up to 4 hours per month;
- emergency maintenance needed to address an urgent security threat;
- your software, configuration, operating system, firewall rules or actions, including restarts, upgrades and reinstalls you perform;
- resource exhaustion inside your service, such as full disks or memory;
- attacks against your service that exceed the protection included in your plan;
- suspension under our Terms of Service or Acceptable Use Policy, or for non-payment;
- failures of third-party services we do not control, such as DNS providers you choose or upstream internet outages outside our network;
- services labeled beta, early access or free;
- events beyond our reasonable control.
5. High-availability replication
For VPS with the high-availability replication add-on, if the physical host fails, your server is restarted automatically on another host from its most recent replica. Unavailability during an automatic restart that lasts less than 10 minutes is not counted as downtime for those servers.
6. How to claim a credit
Open a billing ticket within 30 days after the end of the month in which the downtime occurred. Include the affected service, the dates and times of the downtime and any supporting information. We will review the claim and respond within 10 business days.
7. Sole remedy
Service credits are your sole and exclusive remedy for any failure to meet this SLA.
8. Contact
FINLEADGEN LLC (PomeloHost), 135 E Dania Beach Blvd, Apt 1, Dania Beach, FL 33004