This Service Level Agreement (“SLA”) sets out the availability and support commitments hTech Web LLC (“hTech”) makes for its managed hosting services, and the remedies available if we fall short. It forms part of hTech’s Terms of Service.
1Scope & definitions
Covered services. This SLA applies to Managed VPS, Cloud VPS, and Shared Hosting plans purchased directly from hTech. It does not apply to domain registration, third-party software licences, one-time professional-services work, or products marked beta.
- Service Month — a calendar month of active, paid service.
- Downtime — a period in which a covered service is wholly unreachable, excluding the events in Section 4.
- Uptime % —
(total minutes in month − Downtime minutes) / total minutes in month × 100, rounded to two decimals. - Service Credit — a credit applied to your hTech account against future invoices for the affected service.
2Uptime commitment
hTech commits to 99.9% network and server availability per Service Month for covered services. A 99.9% commitment allows for approximately 43 minutes of qualifying Downtime per month.
3How uptime is measured
Availability is measured by hTech’s monitoring systems. A covered service is considered down only when monitoring records it as unreachable for more than 5 consecutive minutes. Current service status and support metrics are published on our status page.
4Exclusions
The following do not count as Downtime and are not eligible for Service Credits:
- Scheduled maintenance, announced at least 48 hours in advance on the status page and performed within a low-traffic window (typically 00:00–06:00 US Central Time).
- Emergency maintenance reasonably required to protect security or stability.
- Issues caused by the customer’s own code, applications, configuration, plugins, or resource over-use.
- Upstream or third-party events outside hTech’s control — datacenter or upstream network outages, DNS registrar issues, DDoS attacks, or third-party API failures.
- Suspension or termination for non-payment or Terms-of-Service violations.
- Force majeure — events beyond reasonable control (natural disaster, war, government action, widespread internet failure).
- Beta, trial, or free services.
5Support response targets
hTech commits to the following first-response targets for support tickets, by severity:
| Severity | Definition | First-response target |
|---|---|---|
| Critical | Covered service fully down or unreachable | Within 1 hour |
| High | Major function impaired; no reasonable workaround | Within 4 hours |
| Normal | General issues, questions, minor bugs | Within 1 business day |
| Low | Feature requests, non-urgent guidance | Within 2 business days |
Critical and High issues are monitored and addressed seven days a week; Normal and Low tickets are handled during business hours (Monday–Friday, 9:00–18:00 US Central Time, excluding US public holidays). In practice hTech’s typical first response is far faster than these targets — see current figures on our status page.
6Service credits
If hTech fails to meet the uptime commitment in Section 2 for a covered service in a Service Month, you may request a Service Credit:
| Monthly uptime | Service credit |
|---|---|
| 99.0% – 99.89% | 10% of that service’s monthly fee |
| 95.0% – 98.99% | 25% of that service’s monthly fee |
| Below 95.0% | 50% of that service’s monthly fee |
- Credits are calculated on the monthly fee for the affected service only, not your whole account.
- Total credits in any Service Month are capped at 100% of that service’s monthly fee.
- Credits are applied to your hTech account against future invoices and are not redeemable for cash.
- Your account must be in good standing (no overdue invoices, no ToS violations) to be eligible.
7How to claim a credit
- Open a support ticket titled “SLA Credit Request” within 30 days of the incident, via the support portal.
- Include the affected service, the date(s) and approximate times, and any monitoring or error evidence you have.
- hTech will review the request against its monitoring records and respond within 10 business days.
- Approved credits appear on your next invoice.
Service Credits are your sole and exclusive remedy for any availability shortfall under this SLA.
8Limitations
- This SLA applies only while your account is active and paid in full.
- It does not create liability beyond the Service Credits described here, and is subject to the limitation-of-liability terms in hTech’s Terms of Service.
- hTech may require reasonable customer cooperation (access, information) to diagnose an incident.
9Changes & contact
hTech may update this SLA; material changes will be posted with a new version number and effective date. Continued use of the services after the effective date constitutes acceptance of the updated SLA.
Questions about this SLA or a credit request: contact hTech support. hTech Web LLC · Harker Heights, TX.