Last update: 14.03.2025

Service Level Agreement 

Definitions

Downtime – We refer to the time when the hosting servicе is down.

Services – services of dedicated services, cloud services and Cloud VPS which provide Unihost and which you can find at https://unihost.com/.

Uptime means the Services are available and operable for normal access and use by the Customer.

Support Period – the period of availability of customer support, 24 hours/7 days a week.

Service Period means the time during which the Contractor agrees to provide services with an uptime of 99.9%, except for the time when the Services are unavailable solely due to one or more exceptions. 

Critical failures – errors that directly prevent the use of the services provided, except for those defined in the “exceptions” section 

Customer – user who registered an account on https://dashboard.unihost.com/.

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.

Nature of this agreement 

Unihost agrees to provide services with a 99.9% uptime, except for the time when the Services are unavailable solely due to one or more Exceptions.

Accident response time:

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. This time does not include the time for resolving your problem.

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 1 day before the event. However, there are cases in which such work should be done immediately, in order to solve problems. Then, there is no time available to be informed, but you should know that we will make every effort to have the least downtime of your hosting.

Compensation
In cases where the quality of the services differs from the declared indicators specified in clauses 1-5 below, you have the right to demand compensation in the percentage of the monthly payment of the Customer under the agreement, but not more than 100% of the monthly payment and not more often than once per calendar month. The final decision to provide you with compensation remains with the Provider. 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:

• 1. from 99.0% to 99.9% – 1%
• 2. from 97.9% to 98.9% – 5%
• 3. from 95% to 97.8% – 10%
• 4. from 90% to 94.9% – 25%
• 5. 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 Customer under the agreement.

No compensation is applied during the first month of service provision.

Exceptions:

No period of the Service degradation or interoperability will be included in calculating services to the extent that such downtime or degradation is due to any of the following (“Exceptions”):

• the Customer’s misuse of the Services;
• failures of the Customer’s Internet connectivity;
• the Internet or other network traffic problems other than problems arising in or from networks actually or required to be provided or controlled by the Contractor or its subcontractor;
• Due to factors outside our reasonable control (for example, natural disaster, war (martial law), acts of terrorism, riots, government action, or a network or device failure external to our data centers)
• Failure, interruption, outage or other problem with any software, hardware, system, network, facility or other matter not supplied by the Contractor pursuant to the Agreement;
• That result from your attempts to perform operations that exceed prescribed quotas or that resulted from our throttling of suspected abusive behavior.
• caching that may make your site appear inaccessible when others can still access it.
• scheduled maintenance and emergency maintenance and upgrades.

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