Offshore Hosting

Service Level Agreement | Offshore Hosting

DRAFT — OWNER REVIEW REQUIRED BEFORE LAUNCH. This Service Level Agreement is a draft. It must be reviewed and approved by the owner before the website launches, and it does not take effect until then.

Service Level Agreement

Effective date: [TO BE CONFIRMED BY OWNER]
Last updated: [TO BE CONFIRMED BY OWNER]
Legal entity: [LEGAL ENTITY — TO BE CONFIRMED]
Contact: [CONTACT — TO BE CONFIRMED]

This Service Level Agreement (“SLA”) describes the service commitments that apply to Offshore Hosting services. It forms part of our Terms of Service. No availability figure, response time, or remedy stated anywhere else — including on marketing pages — is part of this SLA unless it is written here.

1. Scope

This SLA applies to the hosting services listed in section 2. It does not apply to domain registration, software licences, third-party services, or your own applications, content, or configuration.

2. Covered Services and Availability Targets

Availability targets by service: [TO BE CONFIRMED BY OWNER]. Until targets are confirmed and published here, no availability percentage is promised for any service, and no uptime figure stated elsewhere on this website should be relied upon.

Services expected to be covered, once targets are confirmed:

  • Shared hosting network
  • VPS hosting network
  • Control panel
  • Email services
  • DNS services

3. How Availability Is Measured

Availability is measured as the percentage of time, within a calendar month, during which the covered service is reachable and functioning from our monitoring systems. Measurement method and monitoring locations: [TO BE CONFIRMED BY OWNER]. Downtime reported by a single customer connection is not, by itself, proof of a service outage.

4. Exclusions

The following do not count as downtime under this SLA:

  • Scheduled maintenance notified in advance. Advance notice period: [TO BE CONFIRMED BY OWNER].
  • Emergency maintenance needed to protect the network or address a security incident.
  • Outages caused by your actions, your applications, your configuration, or your failure to keep software updated.
  • Outages caused by third parties, including your domain registrar, your payment provider, your ISP, or your broker (for forex services).
  • Force majeure events, including natural disasters, war, or government action.
  • Suspension or termination of your account under our Terms of Service or Acceptable Use Policy.
  • Beta or trial services, unless the trial terms state otherwise.

5. Remedies

If a covered service falls below its availability target in a calendar month, you may be entitled to a service credit. Credit amounts and conditions: [TO BE CONFIRMED BY OWNER]. Service credits are the sole remedy under this SLA, unless applicable law provides otherwise. Credits are applied to future service, are not refundable in cash, and do not exceed the amount paid for the affected service in the month in question.

6. Claiming a Credit

To claim a service credit:

  1. Open a support ticket within [TO BE CONFIRMED BY OWNER] of the end of the month in which the downtime occurred.
  2. State the service affected, the dates and times of the outage, and any evidence you have.
  3. We will verify the claim against our monitoring records and respond. Response time: [TO BE CONFIRMED BY OWNER].

Claims submitted after the deadline, or claims that cannot be verified against our monitoring records, will not be credited.

7. Support Response

Support response-time commitments, if any, are [TO BE CONFIRMED BY OWNER]. Until they are published here, no response time is promised. Support hours are [TO BE CONFIRMED BY OWNER].

8. What This SLA Does Not Cover

This SLA does not promise:

  • That your website, application, or trading terminal will function correctly — that depends on your software and configuration.
  • That trades will be executed, or that any latency figure will be achieved (see our Forex Hosting page).
  • That email will be delivered to any particular inbox.
  • That your data will never be lost. Keep your own backups.

9. Changes to This SLA

We may update this SLA from time to time. The current version will be published on this page with its effective date. The version in force at the time of your order applies to that order, unless a later version is accepted by you.

10. Contact

Questions about this SLA should be sent to [CONTACT — TO BE CONFIRMED].