The uptime we commit to, the service credits you can claim when we miss it, and the situations that fall outside this agreement. This document applies to every ASEOHosting shared, IP, VPS and dedicated plan.
Last updated: 10 July 2026
This Service Level Agreement ("SLA") applies to you if you hold an active ASEOHosting service ("Service") and your account is in good financial standing. It sets out the availability we commit to for the network connectivity that serves your websites, and the remedy available to you if we fall short in a given calendar month.
The SLA forms part of, and should be read alongside, our Terms of Service. Where a plan-specific agreement states a different figure, the plan-specific figure governs that plan.
ASEOHosting commits to making network connectivity available for third-party HTTP access 99.9% of the time in any calendar month ("Availability"). Availability is measured across our network by our own monitoring agents, excluding the situations listed under Exclusions below.
A 99.9% monthly commitment allows for roughly 43 minutes of unplanned downtime in a 30-day month. Planned maintenance is announced in advance and does not count against this figure.
If measured Availability in a calendar month falls below the commitment, you may claim a credit against that month's service charge for the affected Service. Credits are calculated on the following tiers and are capped at 100% of the monthly charge for the affected Service:
| Measured monthly Availability | Credit of monthly charge |
|---|---|
| 99.0% to 99.89% | 10% |
| 95.0% to 98.99% | 25% |
| Below 95.0% | 50% |
A service credit is the sole and exclusive remedy available to you for any failure to meet the uptime commitment. Credits are applied to your account balance and are not redeemable for cash.
To receive a credit, you must open a billing request within seven (7) business days of the interruption. Send the request from the email address on file to [email protected], or open a ticket from your client area, and include:
Approved credits are usually applied within sixty (60) days of a valid request.
Credits are not available where the lack of Availability results from:
Availability is determined by our monitoring agents at the network level, not by any single client's individual experience. Connectivity issues can originate outside our network, for example with your internet provider or with routing between your provider and ours; such issues are outside the scope of this SLA.
We may revise this agreement from time to time. The version published on this page, with the "last updated" date shown above, is the version in force.
Questions about this agreement or a specific credit can be sent to [email protected] or raised through our contact page.
Seo Hosting Ltd, 19 St. Mark Street, Valletta VLT 1362, Malta. Telephone +356 20 341591.
