Onehost.website — Global SLA (Ontario-Aligned) defines the service performance standards we commit to providing.

1. Uptime Guarantee

We guarantee 99% network uptime, excluding:

• Scheduled maintenance
• Emergency security updates
• Issues caused by third-party providers
• Circumstances beyond our control (force majeure)

If uptime falls below the guarantee, clients may request service credits based on the affected period.

2. Support Response Times

We commit to the following response times:

• Critical Issues (Site Down): 15–30 minutes
• High Priority: 1–2 hours
• General Support: 3–6 hours
• Non-urgent Requests: Within 24 hours

Support is available 24/7.

3. Data Protection & Backups

• We maintain secure servers located in compliant data centers.
• Backups are performed regularly depending on your hosting plan.
• Clients are responsible for maintaining their own off-site backups.

4. Maintenance Windows

Scheduled maintenance will be announced in advance and typically occurs during low-traffic hours.

5. Limitations

This SLA does not apply to:

• Client-side coding errors
• Misconfigurations caused by the user
• Attacks resulting from insecure third-party plugins
• Suspension due to AUP violations

6. Service Credits

Service credits:

• Must be requested within 7 days of the incident
• Are applied to future invoices
• Are not refundable as cash