Effective Date: September 1, 2025

This Service Level Agreement (“SLA”) is part of the Terms of Service between Iloilo Web Hosting (“Provider”) and the customer (“Client”). It defines the service standards and guarantees we provide with our hosting and reseller hosting services.

1. Uptime Guarantee

• We guarantee 99.9% uptime per month for our hosting services.

   

• Uptime is measured across all systems over a given month, excluding scheduled maintenance and events beyond our control (see Section 4).

   

• If uptime falls below 99.9%, customers may be eligible for service credits as outlined in Section 3.

   

2. Support Response Time

• Standard Support: Support tickets are acknowledged within 1–4 hours during business hours.

   

• Critical Issues (e.g., server downtime): Response within 1 hour.

   

• Support is provided via [ticket/email/chat — update with your channels].

   

3. Service Credits

If we fail to meet the uptime guarantee in a given month, you may request service credits:

• 99.0% – 99.8% uptime: 5% credit of monthly hosting fee

   

• 95.0% – 98.9% uptime: 10% credit

   

• Below 95% uptime: 25% credit

   

Notes:

• Credits must be requested within 7 days of the affected month.

   

• Credits are applied to future invoices only (non-refundable).

   

• Credits do not apply to reseller’s end-clients directly; only to the main reseller account holder.

   

4. Exclusions

The uptime guarantee does not cover:

• Scheduled maintenance (with prior notice)

   

• Force majeure events (natural disasters, power outages, government actions, etc.)

   

• Network issues outside our infrastructure (e.g., client ISP issues)

   

• Downtime caused by customer errors, misconfiguration, or third-party scripts/software

   

• Accounts suspended or terminated due to policy violations or non-payment

   

5. Customer Responsibilities

• Maintain updated and secure scripts, applications, and passwords.

   

• Use hosting services within the limits defined in our Acceptable Use Policy.

   

• Ensure backups of all important data (we may provide backups but ultimate responsibility lies with the customer).

   

6. Limitation of Liability

Service credits are the sole remedy for failure to meet uptime commitments. Iloilo Web Hosting is not liable for indirect, incidental, or consequential damages related to downtime.

7. Changes to SLA

We may revise this SLA from time to time. Updates will be effective once posted on our website. Continued use of our services constitutes acceptance of the updated SLA.

8. Contact Information

For SLA-related questions or credit requests, please contact:

Iloilo Web Hosting
📍 Iloilo City, Philippines
📧 info@iloilowebhosting.com
📞 09453980516