Service level agreement (99.99% uptime)

Wasevo LLC (trading as WaseerHost)
Website: https://waseerhost.com · Client area: https://waseerhost.com/panel
Support: [email protected]

This SLA forms part of our Terms of Service. It describes our uptime commitment and what you receive if we miss it.

1. Our commitment

We guarantee 99.99% network and server uptime in each calendar month for the following Services:

• Shared hosting, WordPress hosting, WooCommerce / eCommerce hosting and reseller hosting
• VPS hosting (availability of the virtualisation host and network, not the software you run inside the VPS)
• Dedicated servers (network and power availability, and hardware replacement as set out in section 6)
• Business email hosted on our platform

99.99% uptime allows for about 4 minutes and 23 seconds of downtime in a 30-day month.

2. What "downtime" means

Downtime is a period of at least 5 consecutive minutes during which your Service cannot be reached from the public internet because of a failure in hardware, software or network equipment that we own or control.

For shared-type plans, downtime is measured at the server level: the web server (HTTP/HTTPS) on the server hosting your account does not respond. For VPS and dedicated servers, it is measured as the server not responding to network checks because of a failure on our side (for example, the host node, power, or our network).

3. How uptime is measured

• We monitor every server from external monitoring locations at intervals of one minute or less.
• An outage is confirmed when checks from more than one location fail.
• Our monitoring records are the primary source for calculating uptime. If you have your own evidence (for example, third-party monitoring logs), include it with your claim and we will consider it.
• Monthly uptime % = (total minutes in month − downtime minutes) ÷ total minutes in month × 100.

We publish real-time status and incident information in your client area and by email to affected customers.

4. What is excluded

The following do not count as downtime:

• Scheduled maintenance announced at least 48 hours in advance by email or on our status page. We aim to schedule it during low-traffic hours for the server's region and to limit it to no more than 4 hours per month.
• Emergency maintenance needed to fix an urgent security vulnerability, where we give as much notice as possible.
• Problems caused by you, your users or your code, including faulty scripts, plugins, themes or configuration changes, exceeding plan resource limits, or firewall settings you applied.
• Suspension or termination under our Terms of Service or Acceptable Use Policy, including for non-payment.
• DDoS attacks or other malicious traffic that exceed the capacity of our standard mitigation, or that target your Service specifically.
• Failures of third parties outside our control, including domain registries, DNS propagation delays, your ISP, upstream internet backbone providers, payment processors, and third-party software licence servers.
• Problems with individual websites or applications when the server itself is up and responding.
• Issues inside a VPS or dedicated server operating system or software that you manage.
• Email delivery delays or rejections caused by recipient servers or blocklists.
• Force majeure events as defined in the Terms of Service.
• Beta, trial, free or unpaid Services.

5. Service credits

If monthly uptime for an eligible Service falls below 99.99%, you are entitled to a credit to your WaseerHost account, calculated as a percentage of the monthly fee for the affected Service:

For Services billed yearly or over several years, the monthly fee is the total price paid for the term divided by the number of months in the term.

Limits on credits:

• Credits for any one month cannot exceed 100% of the monthly fee for the affected Service.
• Credits apply only to the hosting fee, not to domains, licences, add-ons or one-off services.
• Credits are applied to your account balance for future invoices. They cannot be exchanged for cash or refunded, and cannot be transferred to another account.
• Your account must be in good standing (no overdue invoices) to receive a credit.
• Service credits are your sole and exclusive remedy for failure to meet this SLA.

6. Dedicated server hardware replacement

If a hardware component in a dedicated server that we own fails (for example, a disk, power supply or memory module), we aim to replace it within 4 hours of confirming the fault, subject to parts availability. Time spent replacing hardware counts as downtime only if it causes the server to be unreachable. Restoring data or reinstalling software after a failure is your responsibility unless you have a managed or backup plan with us.

7. How to claim a credit

1. Open a ticket in the client area with the Billing department within 30 days after the end of the month in which the downtime occurred.
2. Include: the affected service or domain name, the dates and times of the downtime (with time zone), and any evidence you have.
3. We will review the claim against our monitoring data and reply within 10 business days.
4. Approved credits are added to your account balance. If we decline the claim, we will explain why.

Credits are not given automatically. Claims made after the 30-day window will not be accepted.

8. Support response targets

These are targets, not guarantees, and are not covered by service credits.

9. Changes

We may update this SLA. Changes will not reduce the credits available for a month that has already started. Material changes will be notified as described in our Terms of Service.