Service Level Agreement (SLA)

Why is it better with us

Unihost constantly monitors the quality of services provided, as well as the current trends in the development of hosting. Thanks to cooperation with leading data centers and software manufacturers, we are able to provide everyone with a unique platform for placing websites on the Internet and maintaining their stable and productive work. Our support staff is ready to help you with the solution of any questions at any time of the day and any day of the week.


Accident response time:

Elimination of critical failures directly affecting the operation of services – no more than 12 hours.
Troubleshooting that does not directly affect the operation of the services – no more than 24 hours.
From time to time, we or the data center staff conduct planned engineering work on servers and network equipment. We will notify you in advance about the time and duration of such work, at least 3 days before the event.
The response time of the technical support service to the received request is no more than 4 hours. The response from the support service should contain the expected decision time on the request, or confirmation of the problem.

In cases where the quality of the services differs from the stated indicators in points 1-5, you have the right to demand compensation in the percentage of the monthly payment of the Subscriber under the contract, but not more than 100% of the monthly payment and not more often than once per calendar month. The amount of compensation is calculated according to the data given below.
You can find the compensation level according to the service downtime in the list below:

  • from 99.0% to 99.9% – 1%
  • from 97.9% to 98.9% – 5%
  • from 95% to 97.8% – 10%
  • from 90% to 94.9% – 25%
  • from 89.9% and less – 60 – 100%

Example: The simple (downtime) service was 8 hours per month (30 days), which is 1.1%. From here Uptime service is 98.9%, which according to the above table is equal to 5% of the monthly payment of the Subscriber under the contract.

Warning: Compensation is not paid to customer details and can only be credited to the customer’s personal balance in our system.