Service Level Agreement

Last updated: August 15, 2026

1. Coverage

This SLA applies to Shared, WordPress, Offshore, and Reseller hosting platforms operated by OTA Cloud. VDS services are covered for network and hypervisor availability once provisioned. Domain registration availability at third-party registries is outside this SLA.

2. Uptime target

We target 99.9% monthly uptime for covered hosting services, measured as the ability to reach your primary web service over HTTP/HTTPS from our monitoring network, excluding exclusions below.

3. Exclusions

• Scheduled maintenance announced in advance
• Customer-caused outages (misconfiguration, exhausted resources, compromised sites)
• Upstream ISP, DNS, or registry failures outside our control
• Force majeure events and DDoS beyond mitigated capacity
• Beta or free trial services

4. Service credits

If monthly uptime falls below 99.9% for a covered service, you may request a credit equal to 5% of that month’s recurring fee for each full 0.1% below the target, capped at 50% of the monthly fee for the affected service. Credits apply to future invoices and are not cash refunds.

5. How to claim

Open a support request within 15 days of the incident month, including account email, service hostname, and approximate downtime window. Approved credits appear on a subsequent invoice cycle.

6. Support response

• Critical (total outage) — initial response target within 1 hour, 24/7
• High (degraded production) — within 4 business hours
• Normal — within one business day

7. Sole remedy

Service credits described here are your sole and exclusive remedy for downtime under this SLA, unless mandatory law provides otherwise.