Maintenance
Scheduled maintenance announced at least 48 hours in advance, and emergency maintenance performed to protect service integrity. Emergency notice will be provided when reasonably possible.
Service policy
99.9% monthly uptime, measured transparently
This Service Level Agreement explains which paid services qualify, how monthly uptime is calculated, which events are excluded, and the service-credit remedy available when the commitment is not met.
Effective June 12, 2026
99.9%Monthly uptime commitment for eligible services
2 locationsIndependent external checks used to confirm an outage
Up to 50%Maximum monthly recurring service credit
Scope and eligibility
A clear commitment for eligible paid services
The 99.9% monthly uptime commitment applies to active, paid Web Hosting, Managed WordPress Hosting, Agency Hosting, Cloud Hosting, NVMe VPS Hosting, Dedicated Server, Titan Business Email, Google Workspace, OX App Suite, and VPN Security services when the applicable order, product page, or service description references this SLA.
Domains, SSL certificates, backup products, monitoring products, professional services, migrations, trials, beta services, and complimentary services are not covered unless a written order states otherwise. Third-party services are covered only to the extent expressly stated in the applicable order.
Service-specific terms control. If an order states a different target, measurement method, or remedy, the written service-specific term takes precedence for that service.
Measurement method
How monthly uptime is calculated
Uptime is measured per eligible service for each calendar month. An eligible outage begins when the service is unable to accept connections or deliver its core hosted function from at least two independent external monitoring locations for five consecutive minutes, and the condition is confirmed by InterProWebHost monitoring or service logs.
Eligible unavailable minutes end when the service is restored. Brief interruptions below the five-minute confirmation threshold, partial degradation that does not prevent the service's core function, and excluded events are not counted as unavailable minutes.
Monthly uptime formula
(Total minutes − eligible unavailable minutes) ÷ total minutesMeasured separately for each eligible service and calendar month
× 10043,200Total minutes in a 30-day month
43.2Maximum unavailable minutes at 99.9%
99.9%Committed monthly uptime
Availability and credit bands
SLA remedy
Service credits tied to measured availability
When an eligible service falls below the monthly commitment because of eligible unavailable minutes, an approved credit is calculated against that service's monthly recurring charge, excluding taxes, one-time fees, add-ons, usage charges, licenses, and third-party fees.
| Monthly uptime percentage | Service credit | Remedy |
|---|---|---|
| 99.900% or higher | 0% | Commitment met; no credit applies. |
| 99.000%–99.899% | 10% | 10% of the affected service's monthly recurring charge. |
| 95.000%–98.999% | 25% | 25% of the affected service's monthly recurring charge. |
| Below 95.000% | 50% | 50% of the affected service's monthly recurring charge. |
Credits are capped at 50% of the affected service's monthly recurring charge for the affected month, have no cash value, cannot exceed the amount paid for that service, and are the sole remedy for a failure to meet this SLA. For annual or multi-year billing, the monthly recurring charge is the recurring service fee divided by the number of months in the term.
What is not counted
Defined exclusions keep measurement fair
Events beyond control
Force majeure, internet-wide routing failures, upstream carrier failures, government action, widespread power events, and third-party DNS, registrar, CDN, vendor, or network failures outside our reasonable control.
Security events
Distributed denial-of-service attacks, malicious traffic, compromises, abuse, or emergency protective actions unless the outage is directly caused by InterProWebHost failing to provide the contracted service.
Customer-controlled causes
Customer code, configuration, credentials, DNS changes, resource exhaustion, unsupported software, third-party integrations, account access, or failure to follow documented technical requirements.
Account status
Suspension, restriction, or termination arising from non-payment, fraud review, legal requirements, customer request, or violation of the Terms of Service or Acceptable Usage Policy.
Requested changes and trials
Migrations, cutovers, maintenance windows, upgrades, customer-approved testing, beta services, trials, free services, and work performed at the customer's request.
Credit request process
Submit a complete claim within seven days
A claim must be submitted through the client support portal within seven calendar days after the end of the affected month. The account must be current and in good standing. Customer monitoring can support a claim, but InterProWebHost monitoring, platform logs, and exclusion records determine eligibility in good faith.
Open a support ticket
Use the account associated with the affected service.
Identify the event
Provide the service ID, date, start and end time, timezone, and observed impact.
Attach evidence
Include monitoring output, errors, traceroutes, or other relevant records when available.
Receive the decision
We validate the event and apply an approved credit to the account balance.
Customer responsibilities: maintain accurate contact details, keep the account in good standing, use supported configurations, respond to incident requests, preserve relevant evidence, and take reasonable steps to reduce the effect of an incident.
Frequently asked questions
Service level questions
Does 99.9% uptime mean the service can never go down?
No. It is a monthly availability commitment for eligible services. Scheduled maintenance, excluded events, and short interruptions below the confirmation threshold are not counted as eligible downtime.
Can I use my own monitoring service to calculate the credit?
Your monitoring may support a claim, but it does not by itself determine eligibility. We reconcile customer evidence with InterProWebHost monitoring, service logs, incident records, and the exclusions in this SLA.
Are credits issued automatically?
No. Submit a complete claim through the client support portal within seven calendar days after the affected month ends. This allows us to validate the service, duration, impact, and exclusions.
Is the credit a cash refund?
No. An approved SLA credit is applied to the account balance for future InterProWebHost charges. It has no cash value and is capped as described in the remedy table.
How is an annual plan's monthly recurring charge calculated?
The recurring service fee for the billing term is divided by the number of months in that term. Taxes, one-time fees, add-ons, licenses, usage charges, and third-party fees are excluded.
Need help with an availability event?
Sign in to submit the affected service ID, timestamps, timezone, evidence, and impact details so our support team can investigate.