Service Level Agreement

Effective: August 4, 2026

1. Commitment

RodyWorks Web Hosting commits to 99.9% monthly network and power availability for shared hosting services ("Uptime Commitment"). 99.9% corresponds to approximately 43 minutes of allowable downtime in a month.

2. Definition and Measurement

"Downtime" means the period during which your hosting service is unreachable from the public internet due to failure of our infrastructure, as measured by our monitoring systems. Downtime is measured from the time you open a support ticket reporting the outage (or from our monitoring detection, whichever is earlier) until service is restored.

3. Service Credits

If monthly availability falls below the Uptime Commitment due to covered downtime, you may request a credit on the affected service's monthly fee:

  • 99.0% - 99.89%: 5% credit
  • 98.0% - 98.99%: 10% credit
  • 95.0% - 97.99%: 20% credit
  • Below 95.0%: 30% credit (maximum)

Credits are capped at 30% of the affected service's monthly fee, are applied to future invoices, have no cash value, and are your sole and exclusive remedy for availability failures.

4. Credit Requests

Submit a request via support ticket within 30 days of the incident, identifying the affected service and the dates/times of downtime. Verified requests are credited to your next invoice.

5. Exclusions

The Uptime Commitment does not cover unavailability caused by:

  • Scheduled maintenance (announced in advance where practicable)
  • Your applications, scripts, configurations, or resource-limit enforcement under the AUP
  • Suspension or termination under the Terms of Service or AUP
  • Attacks (including DDoS) and abuse mitigation, to the extent beyond our reasonable control
  • Failures of third parties outside our platform (upstream providers, registries, DNS you host elsewhere, your ISP)
  • Force majeure events
  • Beta, trial, or free services
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