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Service Level Agreement (SLA)

HostRadar's 99.9% uptime commitment, service credit framework, and performance guarantees for reliable web hosting.

Last Updated: July 20, 2026

This Service Level Agreement ("SLA") describes HostRadar's uptime commitments, monitoring procedures, service credit framework, and exclusions for web hosting services. This SLA is incorporated into and governed by our Terms and Conditions. By using HostRadar services, you agree to the terms of this SLA.

1. Uptime Commitment

HostRadar guarantees 99.9% uptime for all hosting services on a monthly basis. This translates to a maximum of approximately 43 minutes of downtime per month, or 8.76 hours per year. Uptime is measured from our server-side monitoring systems tracking HTTP response codes, server availability, and service accessibility.

Monthly Uptime Calculation: Uptime percentage is calculated as:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

For example, in a 30-day month (43,200 minutes), 99.9% uptime allows for 43.2 minutes of downtime. Any month where server availability falls below 99.9% due to infrastructure failures attributable to HostRadar qualifies for service credits as outlined in Section 3.

2. Service Scope and Coverage

This SLA applies to the following HostRadar hosting services:

The uptime guarantee covers server availability, network connectivity, and core hosting platform services (web server, database server, email server, control panel access). It does not cover performance metrics beyond basic availability (see Section 6 for exclusions).

3. Service Credit Framework

If HostRadar fails to meet the 99.9% monthly uptime commitment due to infrastructure failures within our control, eligible customers may request service credits applied to future invoices. Service credits are calculated based on the severity of the uptime failure during the calendar month:

Monthly Uptime Achieved Approximate Downtime Service Credit
≥ 99.9% ≤ 43 minutes/month No Credit (SLA Met)
99.0% - 99.89% 44 - 432 minutes/month 10% of Monthly Fee
95.0% - 98.99% 433 - 2,160 minutes/month 25% of Monthly Fee
90.0% - 94.99% 2,161 - 4,320 minutes/month 50% of Monthly Fee
< 90.0% > 4,320 minutes/month 100% of Monthly Fee

Service Credit Terms:

  • Credits are calculated based on the monthly recurring hosting fee for the affected service only. They do not include domain registration fees, setup fees, add-on services, or other one-time charges.
  • Credits are applied to future invoices and are not issued as cash refunds.
  • The maximum total credit for any single month is 100% of that month's hosting fee.
  • Credits must be requested within 7 days of the end of the calendar month in which the downtime occurred.
  • Service credits represent your sole and exclusive remedy for uptime failures. HostRadar's liability is limited to the credit amounts specified in this SLA.

4. How to Request Service Credits

To request service credits for SLA violations, follow these steps:

  1. Document the Outage: Note the specific dates, times (including timezone), and duration of downtime you experienced. Provide any error messages, screenshots, or server response logs that demonstrate the outage.
  2. Submit a Support Ticket: Open a support ticket via your HostRadar client area with the subject line "SLA Credit Request - [Month/Year]". Include your documentation and explain the impact on your services.
  3. Within 7 Days: Submit your request within 7 calendar days after the end of the month in which the downtime occurred. For example, downtime in July must be reported by August 7th.
  4. Review Process: Our technical team will review your request against our internal monitoring data, server logs, and network telemetry. Most reviews complete within 3-5 business days.
  5. Credit Application: If your request is approved, the credit will be applied to your account and reflected on your next invoice. You will receive confirmation via email when the credit is processed.

Important: Service credits are not automatic. You must proactively request credits by submitting documentation. HostRadar does not retroactively apply credits for past months unless specifically requested within the 7-day window.

5. Uptime Monitoring and Reporting

HostRadar employs multiple layers of uptime monitoring to ensure rapid detection and resolution of service disruptions:

  • Server-Side Monitoring: Automated systems check HTTP/HTTPS response codes, TCP port availability, and service process health every 1-5 minutes from multiple geographic locations.
  • Network Monitoring: Real-time monitoring of network connectivity, bandwidth utilization, packet loss, and routing issues. BGP route monitoring detects upstream provider problems.
  • Resource Monitoring: Continuous tracking of server CPU, RAM, disk I/O, and network throughput to identify resource exhaustion before it causes outages.
  • Alert Escalation: Automated alerts notify our operations team via SMS, email, and Slack when monitoring detects issues. Critical alerts trigger immediate escalation to on-call engineers.

Uptime calculations are based on HostRadar's internal monitoring data, which is considered authoritative for SLA purposes. While customer-reported downtime is valuable feedback, service credits require confirmation from our monitoring systems. Isolated connectivity issues affecting only specific geographic regions, ISPs, or individual customers may not qualify for SLA credits if our monitoring shows the service was generally available.

6. SLA Exclusions

The 99.9% uptime guarantee does not apply to downtime or service degradation caused by the following exclusions:

6.1 Scheduled Maintenance

Planned maintenance windows announced at least 48 hours in advance are excluded from uptime calculations. HostRadar schedules maintenance during low-traffic periods (typically overnight hours Pakistan time) and strives to minimize disruption. Most maintenance completes within 1-2 hours. Emergency security patches may require shorter notice but are applied as quickly as possible to restore service.

6.2 Customer-Caused Outages

Downtime resulting from customer actions or configurations is excluded:

  • Misconfigured applications, databases, or DNS settings
  • Poorly optimized scripts consuming excessive server resources
  • Uploaded malware, infected files, or compromised scripts
  • Incorrect file permissions or .htaccess rules
  • Database corruption caused by application errors
  • Suspension due to Terms of Service violations or non-payment

6.3 Third-Party Application Failures

HostRadar provides the hosting platform, but is not responsible for the reliability of third-party applications you install:

  • WordPress, Joomla, Drupal, or other CMS crashes due to plugin conflicts or theme issues
  • E-commerce platforms (WooCommerce, PrestaShop, Magento) experiencing application-level errors
  • Third-party APIs, payment gateways, or external services your site depends on
  • Outdated software versions with known bugs or security vulnerabilities

6.4 DDoS Attacks and Security Incidents

While HostRadar implements DDoS mitigation and security measures, extraordinarily large attacks (exceeding 10 Gbps) or sophisticated security incidents may cause temporary service disruption. Downtime during active DDoS attacks, malware outbreaks affecting multiple servers, or zero-day vulnerability exploits is excluded from SLA calculations. We work rapidly to mitigate such incidents but cannot guarantee uninterrupted service during active attacks.

6.5 Force Majeure Events

Events beyond HostRadar's reasonable control are excluded:

  • Natural disasters: earthquakes, floods, fires, severe storms affecting datacenter facilities
  • Wars, terrorism, civil unrest, or government actions impacting infrastructure
  • Pandemics or public health emergencies restricting datacenter access
  • Power grid failures extending beyond facility backup generator capacity
  • Upstream ISP failures, submarine cable cuts, or BGP routing incidents beyond our control
  • Hardware failures where replacement parts are unavailable due to supply chain disruptions

6.6 DNS Propagation and External Dependencies

Delays in DNS propagation when you change nameservers or DNS records are excluded. DNS changes can take 24-48 hours to propagate globally depending on TTL settings and ISP caching. Downtime caused by third-party DNS providers, CDN services, external APIs, or other services outside HostRadar's infrastructure is not covered by this SLA.

6.7 Beta Services and Free Trials

Services explicitly marked as "beta," "preview," "experimental," or provided as free trials are excluded from SLA guarantees. Such services are provided "as-is" without uptime commitments while we test and refine features.

7. Performance Beyond Uptime

While this SLA guarantees service availability, it does not guarantee specific performance metrics such as:

  • Website page load times or Time to First Byte (TTFB)
  • Database query execution speeds
  • Specific throughput or bandwidth speeds beyond plan allocations
  • Search engine rankings or Core Web Vitals scores
  • Email delivery speeds or deliverability rates (affected by recipient mail servers)

Performance is influenced by many factors including your application code, database optimization, content size, visitor geographic location, and internet routing. HostRadar provides high-performance infrastructure (NVMe storage, LiteSpeed web servers, optimized network routing) and offers optimization guidance, but cannot guarantee specific performance benchmarks as these depend heavily on how you use the platform.

If you experience performance issues, contact our support team. We can help identify bottlenecks, recommend optimizations, or suggest upgrading to plans with dedicated resources if your traffic has outgrown shared hosting capabilities.

8. Limitation of Liability

SERVICE CREDITS DESCRIBED IN THIS SLA REPRESENT YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY UPTIME FAILURES OR SERVICE INTERRUPTIONS. TO THE MAXIMUM EXTENT PERMITTED BY LAW, HOSTRADAR'S TOTAL LIABILITY FOR ANY CLAIMS RELATED TO UPTIME FAILURES SHALL NOT EXCEED THE SERVICE CREDITS SPECIFIED IN SECTION 3, REGARDLESS OF THE CAUSE OF THE DOWNTIME.

HOSTRADAR IS NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES INCLUDING LOST PROFITS, REVENUE, DATA, BUSINESS OPPORTUNITIES, OR GOODWILL, EVEN IF THE DOWNTIME EXCEEDED SLA COMMITMENTS. Service credits are provided solely as a goodwill gesture and do not constitute an admission of liability.

For complete liability terms, see our Terms and Conditions.

9. SLA Modifications

HostRadar reserves the right to modify this SLA at any time with 30 days' advance notice to active customers via email. Changes take effect immediately for new customers. For existing customers, modified SLA terms apply to billing cycles beginning after the notice period. If SLA changes materially reduce our commitments or increase exclusions, existing customers may cancel their service under standard cancellation terms outlined in our Refund Policy.

The "Last Updated" date at the top of this document indicates when the SLA was most recently revised. We encourage you to review this SLA periodically to stay informed about our uptime commitments and credit procedures.

10. Contact Information

For questions about this SLA, to report downtime, or to request service credits, contact our technical support team:

Transparent Uptime Commitment

HostRadar's 99.9% uptime guarantee is backed by Tier-3+ datacenter infrastructure with redundant power, network, and cooling systems. We maintain transparent monitoring and provide service credits when we fail to meet our commitments. Your website reliability is our top priority.

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