1. Uptime guarantee
Agrin Host guarantees that hosting services will be available 99.9% of the time in each calendar month, excluding the exclusions in section 4.
99.9% allows for roughly 43 minutes of unplanned downtime per month. We monitor every server from multiple external locations at one-minute intervals, and the system status shown on the contact page reflects that monitoring.
2. How availability is measured
- "Downtime" means a period of at least 5 consecutive minutes in which your hosting account cannot serve HTTP requests because of a failure in our network, hardware, or platform software.
- Monthly availability = (minutes in the month − downtime minutes) ÷ minutes in the month × 100.
- Our monitoring records are the reference for any dispute. We will share them on request.
3. Service credits
If monthly availability falls below 99.9%, you can claim a credit against the next invoice for the affected service:
| Monthly availability | Credit (of that month's fee) |
|---|---|
| 99.0% to 99.89% | 10% |
| 98.0% to 98.99% | 25% |
| 95.0% to 97.99% | 50% |
| Below 95.0% | 100% |
Credits are the sole remedy for downtime, are capped at 100% of the monthly fee for the affected service, and are not paid in cash.
4. Exclusions
Downtime caused by the following does not count against the guarantee:
- Scheduled maintenance announced at least 48 hours in advance (normally under 2 hours per month, at low-traffic times) and emergency security maintenance.
- Problems in your own code, CMS, plugins, or configuration, or exceeding the resource limits of your plan.
- Domain-name, DNS, or SSL issues outside our control, including expired domains.
- Suspension for non-payment or breach of the acceptable use policy.
- Distributed denial-of-service attacks, upstream network outages, or other events beyond our reasonable control.
5. Support response times
| Priority | Example | First response |
|---|---|---|
| Critical | Site or server down | Within 1 hour, 24/7 |
| High | Major feature broken, email not delivering | Within 4 hours |
| Normal | Configuration help, questions | Within 1 business day |
6. How to claim
- Open a ticket from the client dashboard or email info@agrinhost.com within 30 days of the end of the affected month.
- Include the service, the dates and times of the downtime you observed, and any error messages.
- We will confirm against our monitoring records and apply the credit to your next invoice within 10 business days.
7. Relationship to other terms
This SLA is part of our Terms of Service. It applies to shared and VPS hosting plans purchased from Agrin Host. Web design and development projects are governed by their individual proposals.
Ready for hosting you can rely on?
Every plan includes SSL, backups, monitoring, and this guarantee.
View Hosting Plans →