This Service Level Agreement (SLA) describes HostLife's commitments regarding service availability, support response times and the remedies you are entitled to if we fail to meet them. The SLA applies to all active customers with invoices paid on time.
1. Scope and Applicability
This SLA covers all active Web Hosting, VPS, VDS, Dedicated Servers, n8n Hosting, Supabase Hosting, Domains and Digital Services ordered through hostlife.ro and cloud.hostlife.ro. The SLA is an integral part of the HostLife Terms and Conditions and applies only to accounts that are current on all invoices.
2. Definitions
- Uptime — the percentage of time in a calendar month during which a service is available and responds to valid requests.
- Downtime — a continuous period during which the service becomes unavailable for reasons within HostLife's control.
- Scheduled maintenance — interventions announced by email and/or in the Client Area at least 48 hours in advance.
- Emergency maintenance — security or stability interventions required immediately, announced at least 1 hour in advance when possible.
- SLA credit — a discount applied to a future invoice, expressed as a percentage of the monthly value of the affected service.
- Monthly invoice — for services billed annually or on another cycle, the total contract value prorated per month.
3. Per-Service Availability Commitments
HostLife guarantees a minimum of 99.9% monthly uptime across all infrastructure services. We monitor availability 24/7 and publish major incidents at status.hostlife.ro.
| Service | Monthly uptime | Max allowed downtime / month |
|---|---|---|
| Web Hosting (cPanel) | 99.9% | ~43 min |
| VPS (KVM) | 99.9% | ~43 min |
| VDS (dedicated resources) | 99.9% | ~43 min |
| Dedicated Servers | 99.9% | ~43 min |
| n8n Hosting (managed) | 99.9% | ~43 min |
| Supabase Hosting (managed) | 99.9% | ~43 min |
| Network & datacenter | 99.9% | ~43 min |
| Authoritative DNS | 99.9% | ~43 min |
4. Provisioning and Activation
For predictability, HostLife commits to the following activation intervals after payment confirmation:
- Web Hosting, VPS, n8n Hosting, Supabase Hosting — automatic activation within 15 minutes.
- VDS — provisioned within 4 business hours.
- Dedicated Servers — delivered within 24 business hours.
- Domain registration — propagated to the TLD registry within 24 hours.
- DNS changes inside HostLife zones — applied within 15 minutes.
- Digital Services (under contract) — per the deadlines stipulated in the signed services contract.
5. Hardware Replacement (Dedicated & VDS)
For Dedicated Server and VDS customers, HostLife replaces failed components within the timeframes below, measured in business hours (Mon-Fri, 09:00-18:00 EET):
- Hard drives (HDD/SSD/NVMe) — replaced within 4-12 hours.
- RAM, PSU, NIC — replaced within 4-12 hours.
- Motherboard or CPU — replaced within 24 hours.
- Outside business hours, critical interventions are handled best-effort, with top priority for servers that are down.
6. SLA Credit
If actual monthly uptime falls below 99.9% for reasons attributable to HostLife, you are entitled to credit per the table below. The credit applies to the next invoice for the affected service and is non-refundable in cash. The maximum credit in a single month cannot exceed 100% of the monthly value of the affected service.
| Achieved monthly uptime | Credit granted |
|---|---|
| 99.0% - 99.9% | 10% of monthly invoice |
| 95.0% - 98.99% | 25% of monthly invoice |
| 90.0% - 94.99% | 50% of monthly invoice |
| Below 90.0% | 100% of monthly invoice |
7. Support Response Times
HostLife support is available 24/7 through Client Area tickets for critical incidents. The table below defines maximum first-response times:
| Priority | First response | Examples |
|---|---|---|
| Critical | 30 minutes (24/7) | Server down, data loss, attack in progress |
| High | 2 hours (business hours) | Severely degraded performance, 5xx errors |
| Normal | 4 hours (business hours) | Technical questions, configuration changes |
| Low | 24 hours | General questions, information requests |
8. Maintenance Windows
Scheduled maintenance is performed mainly on Tuesdays and Thursdays, between 02:00-06:00 EET, to minimize impact. Affected customers are notified at least 48 hours in advance via email and the Client Area. Emergency maintenance may occur at any time, with at least 1 hour notice when circumstances allow. Time spent in scheduled maintenance is not counted as downtime.
9. Exclusions
The following situations are not counted as downtime and are not covered by the SLA:
- Scheduled or emergency maintenance, announced per section 8.
- Force majeure: natural disasters, armed conflict, government action, widespread power outage.
- DDoS attacks or other malicious attacks, including temporary blackhole/RTBH applied to protect the infrastructure.
- Layer 7 attacks (HTTP flood, abusive scraping) targeting the customer's applications.
- Issues caused by the customer's code, scripts or configuration (including exhausting allocated resources).
- Suspension for non-payment, breach of Terms or abusive use.
- Issues at third parties (TLD registries, upstream operators, payment processors, external APIs).
- Connectivity issues at the customer's ISP or local network level.
- Services explicitly labelled as "beta", "preview" or "experimental".
10. SLA Credit Request
To receive SLA credit you must submit a written request via Client Area ticket within 30 days from the end of the month in which the incident occurred. The request must include:
- The affected service ID (S###### in the portal).
- Start and end timestamps of the downtime (UTC or EET).
- A description of the impact and, optionally, evidence (screenshots, logs, external monitoring reports).
- The preferred credit application method (default: next invoice).
HostLife reviews the request within 15 business days and replies on the same ticket with the outcome. Approved credit is applied automatically to the immediately following invoice.
11. Contact
For questions about this SLA or to open a credit request: support@hostlife.ro