Service Level Agreement
Service Level Agreement (SLA)
Company: IT WEB LTD (trademark) ProHoster)
Website: https://prohoster.info
This Service Level Agreement (hereinafter referred to as SLA) defines the guarantees of service availability, service quality metrics, support response procedures, and conditions for providing compensation to the company's clients. IT WEB LTD (operating under the trademark ProHoster).
This document is an integral part of Terms of Service.
1. Terms and Definitions
- Services — hosting services, VPS/VDS, dedicated servers, and other services provided by ProHoster.
- Uptime — the percentage of service availability over a calendar month.
- Downtime — the period during which the service is unavailable due to the fault of ProHoster.
- Client — a natural or legal person using the services. ProHoster.
- Scheduled Maintenance — pre-planned technical work.
2. Availability Guarantee (Uptime)
ProHoster guarantees the following level of service availability:
| Service Type | Guaranteed Uptime |
|---|---|
| Shared Hosting | 99.9% per month |
| VPS / VDS | 99.9% per month |
| Dedicated Servers | 99.9% per month |
| Network Connectivity | 99.95% per month |
Uptime is calculated based on the calendar month.
3. Exceptions to Uptime Calculation
The following cases are excluded from downtime calculation: scheduled maintenance (with prior notice); emergency unscheduled maintenance;
- accidents and force majeure circumstances (DDoS attacks, natural disasters, outages by upstream providers);
- client actions (configuration errors, violation of AUP, malware);
- suspension of services due to violations
- , AUP or Abuse Policy;
- problems with third-party software or services not controlled Terms of Servicedue to factors beyond our reasonable control (e.g., natural disasters, war (martial law), terrorist acts, riots, government actions, or network or device failures outside our data centers).
- 4. Scheduled Maintenance ProHoster;
- Scheduled work may be conducted for:
software updates;
4.1. security improvements;
- infrastructure upgrades.
- Clients are notified of scheduled maintenance in advance (when possible) via:
- client panel;
4.2. email notifications;
- official website.
- 5. ProHoster Responsibilities
- commits to:
maintain the infrastructure in working order;
ProHoster take reasonable measures to prevent outages;
- ensure network and equipment monitoring;
- respond to incidents promptly;
- to ensure network and equipment monitoring;
- to respond promptly to incidents;
- provide basic protection against network attacks (depending on the service).
6. Customer Responsibilities
The customer undertakes to:
- comply with Terms of Service, AUP, and Abuse Policy;
- ensure the security of its data independently;
- use the services for lawful purposes;
- promptly notify support about issues;
- keep contact information up to date.
7. Compensations and Service Credits
If the guaranteed uptime level is not reached due to ProHoster's fault, the customer may request service credit. (service credit).
7.1. Compensation Amount
| Actual Uptime | Compensation |
|---|---|
| 99.0% – 99.89% | 5% of the monthly fee |
| 98.0% – 98.99% | 10% of the monthly fee |
| below 98.0% | 15% of the monthly fee |
Compensation is provided only in the form of credits, not cash refunds.
7.2. Conditions for Receiving Compensation
- the request must be submitted within 7 days after the incident;
- the request is submitted through the ticket system;
- compensations are not cumulative;
- SLA does not apply to discounted services, trial periods, and free services.
8. Limitation of Liability
ProHoster is not responsible for:
- indirect or lost profits;
- loss of customer data;
- business interruptions for the customer;
- actions of third parties;
- software errors unrelated to the infrastructure. ProHoster.
Maximum liability ProHoster is limited to the amount paid by the customer for the relevant billing period.
9. Changes to SLA
ProHoster reserves the right to modify this SLA. The current version is always published on the official website and takes effect upon publication.
10. Applicable Law
This SLA is governed by applicable international law and the legislation of the jurisdiction in which ProHoster is registered.
11. Contact Information
For questions regarding SLA and service quality:
Website: https://prohoster.info
Personal Account: https://billing.prohoster.info
Email: support@prohoster.info
Brand Name: ProHoster
Operations Address: Tulpenstraat 6, Meppel, Netherlands
Legal Entity: IT WEB LTD
Registration Number: 2088463
Registered Address: Intershore Chambers, Road Town, Tortola, P.O. Box 4342, British Virgin Islands