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Service Level Agreement (SLA)

Last Update: June 16, 2024

1. Overview

This Service Level Agreement (SLA) outlines the terms and conditions for the web hosting services provided by HostGrap. It defines our service guarantees, customer responsibilities, and compensation policies to ensure high-quality hosting services.

2. Service Commitment

HostGrap is committed to providing a reliable hosting experience. Our network uptime goal is 99.9% on a monthly basis.

2.1 Uptime Guarantee

We guarantee 99.9% uptime for all hosting services, excluding:

  • Scheduled maintenance

  • Events beyond our control (natural disasters, DDoS attacks, etc.)

2.2 Scheduled Maintenance

Scheduled maintenance will be announced at least 24 hours in advance via email or through the client area.

2.3 Unscheduled Downtime

In case of unscheduled downtime, our team will take immediate corrective action and notify affected customers as soon as possible.

3. Support and Assistance

Our technical support team is available to assist customers with hosting-related issues.

Support Channels:

4. Customer Responsibilities

To maintain service quality, customers must:

  • Provide accurate account information

  • Adhere to HostGrap’s Terms of Service

  • Ensure their software, plugins, and applications are up-to-date

  • Protect their account credentials and hosting environment from unauthorized access

5. Compensation Policy

If HostGrap fails to meet the uptime guarantee, customers may request compensation as follows:

Uptime LevelCompensation (of Monthly Fee)
98.0% – 97.0%10% credit
97.4% – 96.0%25% credit
Below 96.0%50% credit

How to Claim Compensation:
Customers must submit a claim through the client area within 7 days of the downtime event.

6. Exclusions

The following are not covered under the uptime guarantee:

  • Downtime caused by customer errors or misconfigurations

  • Scheduled maintenance announced in advance

  • Events outside of HostGrap’s control (e.g., cyberattacks, third-party service failures)

  • Issues related to third-party applications, plugins, or software

7. Termination & Data Retention Policy

Account Termination

  • Hosting accounts may be terminated due to non-payment, violation of terms of service, or at the client’s request.

  • Upon termination, all services under the account will be disabled, including website, email, and database access.

Data Retention & Backups

  • Once an account is terminated, all associated data (files, databases, emails, backups) will be permanently deleted from our servers.

  • We do not guarantee or provide backups of terminated accounts.

  • It is the client’s sole responsibility to maintain regular backups of their website and data.

Client Responsibility

  • Prior to account termination, clients are responsible for downloading any necessary data or backups.

  • Failure to secure a backup before termination will result in permanent loss of data, for which we cannot be held liable.

No Recovery After Termination

  • After termination and deletion, recovery of data is not possible under any circumstances.

8. Agreement Acceptance

By using HostGrap’s services, you agree to the terms outlined in this SLA.

Contact Us

If you have questions regarding this SLA, please contact: