Service Level Agreement

We target 99.9% network and infrastructure availability for paid web hosting and VPS services, measured per calendar month. "Availability" means your service is reachable over our network. 99.9% in a 30-day month corresponds to roughly 43 minutes of allowable downtime.

Downtime is measured from when we confirm a verifiable outage affecting your service (via our monitoring or your support ticket) until it is resolved, excluding the periods listed below.

The uptime commitment does not cover unavailability caused by:

• Scheduled or emergency maintenance carried out as described below.
• Factors outside our reasonable control (force majeure): natural events, large-scale internet or upstream provider failures, government action, or attacks such as DDoS beyond mitigated capacity.
• Your own actions or software: misconfiguration, application bugs, exceeding plan resource limits, or content that breaches the Acceptable Use Policy.
• Suspension or termination of your service for non-payment or policy breach.
• Third-party services not operated by us, including domain registries, external DNS, and software you install.

From time to time we perform maintenance to keep the platform secure and reliable. Where maintenance is likely to cause disruption, we aim to schedule it during low-traffic periods and to give advance notice by email or in the client area where reasonably practicable. Urgent security maintenance may need to be carried out with little or no notice to protect customers.

If we miss the monthly uptime commitment for your service, you can request a service credit. Credits are calculated as a percentage of the monthly fee for the affected service:

• 99.0%–99.9% monthly uptime: 10% credit of that month’s fee.
• 95.0%–98.99% monthly uptime: 25% credit.
• Below 95.0% monthly uptime: 50% credit.

Credits are applied to your account against future invoices, are not exchangeable for cash, and are capped at 100% of the affected service’s monthly fee for the month in question. Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment.

To request a credit, open a ticket from your client area at my.2-host.com, or email support@2-host.com, within 30 days of the end of the month in which the downtime occurred. Include the affected service and the approximate dates and times of the outage. We will review it against our monitoring records and apply any credit due. To be eligible, your account must be active and your invoices paid up to date.

We aim to acknowledge support requests promptly during our published support hours. Plans that include priority or founder-direct support receive faster target response times, as described on the relevant product page. These are response targets, not guarantees, and urgent issues affecting many customers are always prioritised.