Service Level Agreement
Uptime commitments, in writing.
Service credits are applied automatically to your next invoice — no ticket required. Measurement window is per calendar month, per service.
| Product tier | Monthly uptime target | Service credit |
|---|---|---|
| Shared Hosting | 99.9% | 10% per 0.1% missed |
| VPS / Cloud Servers | 99.9% | 10% per 0.1% missed |
| Managed Cloud — Launch / Scale / Grow | 99.95% | 15% per 0.1% missed |
| Managed Cloud — Enterprise | 99.99% | 25% per 0.01% missed |
| Dedicated Servers | 99.95% | 15% per 0.1% missed |
What is and isn't covered
Downtime is measured as the period during which the service is unreachable on the public internet from at least two of our monitoring locations.
- Scheduled maintenance announced at least 7 days in advance (max 4h/quarter).
- Customer-initiated changes, including misconfigured firewall rules.
- Force majeure: natural disasters, government action, war, terrorism.
- Failures of customer-owned domain registrars or DNS providers.
- Account suspension for non-payment or acceptable-use violations.
Filing a claim
Service credits are applied automatically based on our internal monitoring. If you believe a credit is owed but not applied, email billing@vintonyhost.com within 30 days of the incident with your service ID and the affected window.