Service Level Agreement

Service Level Agreements (SLAs)


CynderHost provides a 99.9% uptime guarantee for all public hosting plans in our platform. CynderHost provides SLAs for all hosting plans which allow you to be eligible to claim credit towards your account. SLAs are a way to resolve any CynderHost fault issues and any unplanned downtimes due to CynderHost's fault.


Avaliablity SLA


You will be eligible for credit towards your account if you experience availability below our guaranteed uptime of 99.9%. Availability downtime is the total amount of minutes of where you experience downtime with any service that you have with us. Downtime minutes starts when you can prove downtime with logs, screenshots, or via our status page.
Type Uptime Credits
All Plans <99.9% 8x of prorated monthly charge during downtime

Uptime percentage is the total number of minutes in a month or contract period, subtracted by total number of minutes of which the service was down, divided by the total number of minutes in a month or contract period.

For example, in a 31-day month, you have 44,640 total number of minutes. If you experience six hours of availability downtime, there are 360 downtime minutes. With only six hours of downtime, you have 99.19% availability. Since 99.19% is less than 99.90%, you're eligible for a 8% credit with a public environment.


Claims


To submit a claim for your credits, please create a ticket here and name the title "SLA Claim Request" and provide information to validate the claim including service, proof (error logs or screenshots), and other information neccesarry. Alernatively, you can email claims@cynderhost.com with the same information as required for the ticket.

Claims are required to be submitted within 30 days of service unavaliablity or downtime. No exceptions will be made.


Exclusions


No credits are given for failure to meet an SLA because of:
  • Denial of service or similar attacks
  • Customer failures
  • Domain Name expiration
  • Internet availability
  • Domain Name Server (DNS) resolution
  • Scheduled maintenance
  • Any other downtime caused by issues beyond CynderHost’s reasonable control