1. Covered services
This SLA covers paid, active cPanel Hosting, Cloud Manage, Budget VM and Mail services. It covers hosting-platform, network or power incidents within the provider’s scope that render the core service completely unavailable. VPS — APAC infrastructure conditions and credit entitlement follow the confirmed order and clause 11. Email Newsletter, migration and add-ons follow their separately agreed scope and schedule. Free or trial services, customer-selected external systems and customer-managed faults are excluded.
2. Availability and measurement
Monthly availability is ((total minutes in the month − eligible downtime minutes) ÷ total minutes in the month) × 100. Only complete core-service unavailability caused by a covered incident is counted, using operational records, infrastructure information and customer evidence. Continuous disruption from the same cause is one incident; overlapping periods are not counted twice. Guaranteed availability percentages follow the confirmed written order or agreement. Where no percentage is specified, the incident criteria and credit schedule in this SLA apply.
3. Investigation and recovery
The provider investigates, coordinates with infrastructure operators and restores service according to cause and severity. An equivalent replacement or temporary solution may be used; IP or location changes are coordinated with the customer. Repair time depends on the cause, parts, datacenter procedures and access. Budget VM response times follow clause 10; other response or recovery commitments follow confirmed service-specific agreements. Acknowledgment does not mean the incident has been resolved.
4. Network and packet loss
Connectivity issues within the service network are investigated. Packet loss or latency originating in customer internet access, destination networks or external routes outside provider control is not eligible downtime. Slow connectivity or inability to reach a particular external site alone does not constitute complete service unavailability.
5. Service-credit schedule
| Eligible downtime | Equivalent service fee |
|---|---|
| < 30 minutes | No credit |
| 30–119 minutes | 1 day |
| 120–239 minutes | 3 days |
| 240–479 minutes | 7 days |
| 480–1,439 minutes | 14 days |
| ≥ 1,440 minutes | 30 days |
Credit applies only to the affected service and is capped at 30 service days per incident. The daily rate is the affected service’s recurring fee after discounts divided by actual days in its invoice period, excluding taxes, domains, separately billed licenses and one-time work. Overlapping downtime is not compensated twice.
6. Claims and verification
Report the incident and explicitly request SLA credit within 72 hours of observing it through support or the contact channels in the footer. Identify the service, start and end times, symptoms and available evidence. The service must be active and not suspended for non-payment or terms violations. Claims are checked against system and infrastructure records; further evidence may be requested. The customer receives the decision, credit amount and calculation.
7. Excluded events
Exclusions include planned maintenance announced at least 24 hours ahead; emergency security or data-integrity work; customer-requested shutdowns, reboots, reinstalls, migrations or changes; customer-managed code, operating system, application, control-panel or configuration faults; customer firewall, routing or DNS issues; customer or third-party software actions; DDoS or abuse directed at the service; terms-related suspensions; preannounced migrations or upgrades; external network or facility failures beyond provider control; and force majeure such as natural disasters, war or governmental action. Exclusions do not remove mandatory legal liability.
8. Backups and data integrity
Downtime compensation does not guarantee freedom from data loss. The provider handles data preservation within the agreed service scope. cPanel Hosting includes daily JetBackup copies and recovery from available backups; Cloud Manage backups follow separately selected services. Customers must maintain independent copies and verify recovered data. Every recovery point or a fixed recovery time is not guaranteed unless agreed in writing.
9. Credit form and legal rights
Approved credits are recorded in the HostKUB account for service payments, not paid in cash or returned to the original payment method. They do not automatically extend service dates. Scheduled credit is the contractual remedy for eligible downtime. Lost profits or indirect losses are not guaranteed compensation beyond the agreement and applicable legal duties. Consumer rights and liabilities that cannot legally be waived remain unaffected.
10. Budget VM conditions
Budget VM S and M receive an initial support response within 4 hours of receipt through support channels. This is a response commitment, not a resolution deadline. Monthly traffic above 1 TB for S or 2 TB for M reduces speed to 10 Mbps until the monthly quota period ends, without traffic overage charges or suspension for exceeding that quota. Allowance and speed reset at the next monthly quota period. Policy-based throttling is not downtime. General non-payment and abuse suspension terms still apply.
11. VPS — APAC conditions
Value VPS — APAC and Storage VPS — APAC are self-managed, with no technical support or backups included. Customers manage installation, configuration, updates, security and independent data copies. Storage VPS is a destination for customer-managed files or backups, not a provider-operated backup service. Cloud Manage assistance and the Budget VM 4-hour response commitment do not apply. Infrastructure incidents are considered under the order and applicable SLA scope; this does not constitute technical support for customer systems.
12. Mail and Email Newsletter scope
For Mail, eligible downtime means the provider’s core mail platform completely prevents customers from receiving or sending email because of a covered incident. Delivery delays, recipient rejection, spam-folder placement, customer DNS or device faults, full storage and enforcement of the 400-message-per-hour domain limit are not eligible downtime. Failure of one webmail channel while other supported channels remain operational is not complete Mail unavailability. Email Newsletter follows the confirmed quotation; Mail credits do not apply automatically, and opens, clicks or marketing outcomes are not guaranteed.
Frequently asked questions
How do I request SLA credit?
Report the incident within 72 hours of discovery through the footer contact channels, with the service, incident period, symptoms and available evidence. HostKUB reviews it under section 6.
Is SLA credit paid in cash?
No. Approved credit is applied to the HostKUB account for service payments, subject to mandatory legal rights.
Does the Budget VM 4-hour response mean the issue is resolved?
No. It is the initial support response time, not a resolution deadline, and does not apply to VPS — APAC.