Network Service
Uplink availability, BGP routing, DDoS filtering and network backbone performance are monitored under SLA.
We offer enterprise customers measurable uptime guarantees, transparent credit policy and defined response times.
Comparative service commitments by uptime guarantee tier.
| Feature | 99.9% | 99.95% | 99.99% |
|---|---|---|---|
| Uptime Guarantee | 99.9% | 99.95% | 99.99% |
| Max. Monthly Downtime | ~43 min | ~22 min | ~4 min |
| Response Priority | Standard | High | Critical |
| Credit Policy | Standard | Enhanced | Maximum |
| Monthly Reporting | — | Yes | Advanced |
Infrastructure layers monitored and covered under SLA.
Uplink availability, BGP routing, DDoS filtering and network backbone performance are monitored under SLA.
Physical and virtual server availability, hypervisor/cluster health and hardware failure response times.
NVMe/SAN storage availability, RAID protection and snapshot/backup infrastructure performance.
The following situations are excluded from SLA calculation and credit application.
Service credit rates based on measured monthly uptime.
| Measured Uptime | Credit % |
|---|---|
| ≥ 99.0% | 0% |
| 98.0% – 99.0% | 10% |
| 95.0% – 98.0% | 25% |
| < 95.0% | 50% |
Initial response times by priority level (24/7 monitoring).
15 min
Full outage, data center access loss
1 hour
Critical service degradation, redundant system failure
4 hours
Performance degradation, partial service impact
1 business day
General inquiries, information requests
Download or print the SLA summary document including uptime guarantees, credit policy and response times.
An SLA defines measurable service commitments between OwnHost and the customer, including uptime guarantees, response times and credit policy.
Enterprise customers can choose 99.9% (Standard), 99.95% (Business) or 99.99% (Enterprise) uptime guarantees.
When measured monthly uptime falls below the agreed target, invoice credits are applied at the rates defined in the credit policy table.
Pre-announced planned maintenance is excluded from uptime calculations; customers are notified at least 72 hours in advance.
SLA is available as an optional premium service for cloud server, VPS, dedicated and other enterprise offerings via our sales team.
Contact our sales team to create a custom SLA agreement for your cloud server or other services.
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