Terms & Policies

HostBible: Uptime Guarantee (99.9% SLA)

Version 2.0, Effective: September 14, 2025

This policy explains our 99.9% monthly uptime commitment and how service credits work if we miss the target. It is part of our Terms of Service and applies to all paid hosting services.

TL;DR (Plain Summary)

• We aim for 99.9% uptime each calendar month per paid hosting service.
• If we fall short, you can claim a service credit applied to a future invoice.
• Scheduled maintenance, your own app issues, or force majeure don’t count as downtime.
• Credits are your sole and exclusive remedy for uptime shortfalls.

1) What Does 99.9% Mean?

99.9% monthly availability allows for up to 0.1% downtime per calendar month.

• Per year: ≈ 8h 45m 36s
• Per month: ≈ 43m (30 days) to 44m (31 days)
• Per day: ≈ 1m 26s

2) How We Measure Availability

Monthly Availability (MA) is measured per service as:

MA = (Total Minutes − Excluded Downtime − SLA Downtime)
     ÷ (Total Minutes − Excluded Downtime)
     × 100%

• Downtime counts only if your service is unreachable at the network edge or returns 5xx errors for 5+ consecutive minutes.
• We measure at the HostBible network boundary from at least two geographic regions.
• Issues in your code, plugins, DNS/CDN you control, or upstream providers you configure don’t count.

3) Service Credits (Your Remedy)

If MA for a paid service in a given month falls below 99.9%, you may claim a credit on that service:

To claim: email support@hostbible.com (or use your control panel) within 30 days after the end of the affected month. Include service ID, dates/times (UTC), impact description, and any relevant ticket numbers or logs.

• Credits apply only to the base monthly fee (not domains, add-ons, bandwidth, licenses, taxes).
• Account must be active and in good standing when the credit is applied.
• Credits appear on a future invoice. No cash refunds or transfers.

4) What’s Excluded (Not Counted as Downtime)

• Scheduled maintenance (announced ≥72 hours in advance)
• Emergency maintenance to protect the platform
• Force majeure (e.g., cloud provider outages, DDoS beyond capacity, natural disasters)
• Your own application bugs, misconfigurations, or exceeded quotas
• Abuse/security incidents originating from or targeting your service
• Beta or trial features, free tiers, best-effort services
• Issues with third-party software or services not provided by HostBible
• Data center vendor maintenance within their published SLAs

5) Examples

• If a 30-day month has 60 minutes downtime after exclusions, MA ≈ 99.86% → 10% credit
• If MA drops to 94.7% due to a sustained outage → up to 100% credit of that month’s fee

6) Relationship to the Terms of Service

This Uptime Guarantee forms part of our Terms of Service. It does not increase our liability beyond those Terms. Service credits are your exclusive remedy for uptime shortfalls.

7) Contact

Questions or claims: support@hostbible.com.

Numbers above are precise based on calendar math; rounding to the nearest second may be applied in reporting.