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SLA & Uptime - HelloMailHost – Subscription Hosting, Business ERP & Industry Solutions

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This Service Level Agreement (SLA) defines service availability, support responsiveness, maintenance practices, and service credits for HelloMailHost subscriptions. It applies to all active paid plans and complements our Terms of Service. Measurements are monthly, in UTC, unless stated otherwise.

Quick links: See live system health on our Service Status page and legal definitions in Terms of Service — Service Availability.
Uptime Targets by Plan
We measure uptime as the percentage of time our core services are reachable and operating within acceptable error thresholds, excluding scheduled maintenance and exclusions below.
  • Core Hosting & Email: 99.95% monthly uptime target.
  • Business/Industry Solutions (ERP/CRM/School/Hospitality/etc.): 99.9% monthly uptime target.
  • Enterprise Managed Hosting – VPS: 99.95% monthly uptime target.
Measurement: Based on continuous checks from multiple regions. Partial functional impact above error thresholds counts as downtime. Service credits are described in the Credits section.
Maintenance Windows
We perform maintenance to improve reliability and security.
  • Planned maintenance: Scheduled with at least 48 hours’ notice and typically occurs during low-traffic periods (Sat/Sun 01:00–05:00 UTC). Impact, if any, is minimized.
  • Emergency maintenance: Performed immediately when required to mitigate critical security or stability risks; we notify customers as soon as practicable.
  • Customer-approved changes: Configuration or migration windows agreed with you may be outside standard times.
All planned events appear on our Service Status page.
Response & Resolution Targets
Support SLAs apply to incidents impacting production services.
  • P1 — Critical outage (service down, widespread impact): Initial response within 15 minutes; update every 30 minutes; target workaround within 2 hours; target resolution as soon as possible.
  • P2 — Major degradation (partial outage, high impact): Initial response within 30 minutes; updates hourly; target workaround within 4 hours; target resolution within 1 business day.
  • P3 — Standard issue (degraded feature, moderate impact): Initial response within 4 business hours; updates daily; target resolution within 3 business days.
  • P4 — Low/How-to (no impact or minor): Initial response within 1 business day; resolution in best effort or next scheduled release.
Channels: Support Portal/ticket or email to support; severity is set by impact and may be adjusted after triage. Business hours: Mon–Fri, 09:00–18:00 local service region; P1/P2 are covered 24×7 for production outages.
Service Credits
If monthly uptime falls below target for your plan (excluding maintenance and exclusions), you may request a service credit applied to a future invoice:
  • ≥99.0% and < target: 5% of monthly fee for affected service.
  • ≥98.0% and <99.0%: 10% of monthly fee.
  • <98.0%: 20% of monthly fee.
Limits: Credits are capped at 50% of the monthly fee for the affected service and are the sole and exclusive remedy for availability breaches under this SLA.
Exclusions
Uptime and credits do not apply to:
  • Issues caused by factors outside our reasonable control (force majeure, upstream provider failures, internet/general network issues outside our edge).
  • Customer-managed changes, third-party integrations, or misuse contrary to documentation or Acceptable Use Policy.
  • Beta features, trials, or free plans.
  • Planned maintenance or emergency maintenance.
  • Accounts not in good standing (overdue invoices) or exceeding plan limits.
Monitoring & Reporting
We use multi-region synthetic checks and real user monitoring to track availability, latency, and error rates. Incident timelines and postmortems (when applicable) are published on our Service Status page. Monthly uptime percentages are displayed on the Uptime & Metrics section.
Escalation Path
If an issue is not progressing as expected, please escalate:
  1. Support Engineer — reply to the ticket requesting escalation; provide impact and business justification.
  2. Duty Manager — engaged for P1/P2 or prolonged P3; coordinates resources and communications.
  3. Service Owner — responsible for cross-team resolution and post-incident review.
For P1/P2 incidents we maintain a live incident bridge and provide regular updates via the Status page and ticket.
How to Claim Credits
Submit a claim within 30 days after the month in which the incident occurred. Include: service name, dates/times (UTC), incident IDs or evidence, and impact description. We verify against our logs and Status records.
  • How to submit: Open a billing ticket or email billing with subject “SLA Credit Request”.
  • Outcome: Approved credits appear on your next invoice; denials include reasoning and appeal steps.
See definitions and limitations in Terms of Service — Service Availability.
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