Our commitment to uptime.

1. Introduction

This Service Level Agreement ("SLA") is a policy governing the use of Janhost services under the terms of the Master Services Agreement between Janhost ("Janhost," "we," "us," or "our") and users of Janhost services ("you" or "Customer"). This SLA applies separately to each account using Janhost services.

Unless otherwise provided herein, this SLA is subject to the terms of the Master Services Agreement and Terms of Service. We reserve the right to change the terms of this SLA in accordance with those agreements.

2. Service Commitment

Janhost guarantees 99.99% uptime (the "Service Commitment") for all hosting infrastructure and managed services. This uptime percentage is calculated on a monthly basis and applies to server availability and network connectivity within our direct control.

We prioritize long-term stability and predictable performance over temporary benchmarks or speed spikes. Our infrastructure is designed to support mission-critical applications with enterprise-grade reliability.

3. Covered Services

This SLA applies to the following Janhost services:

• Shared Web Hosting — All shared hosting plans
• Managed WordPress Hosting — All WordPress hosting tiers
• Managed VPS Hosting — Virtual private server solutions
• Email Services — Google Workspace and Microsoft 365 reseller services
• Domain DNS Services — DNS hosting and management
• Website Management — Managed website care plans
• Website Maintenance — Maintenance and update services

4. Uptime Calculation

Monthly Uptime Percentage is calculated using the following formula:

"Downtime" means a period during which our monitoring systems detect that your service is unavailable due to issues within our infrastructure. Downtime does not include periods where service is unavailable due to exclusions listed below.

5. Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination caused by:

• Scheduled Maintenance — Pre-announced maintenance windows (minimum 48-hour notice for non-emergency maintenance)
• Emergency Maintenance — Critical security patches or urgent infrastructure repairs
• Customer Actions — Issues caused by your use of the services, including misconfigurations, custom code errors, or resource exhaustion
• Third-Party Services — Failures of third-party services, software, or equipment not within our control
• Force Majeure — Acts of God, natural disasters, war, terrorism, government actions, or other circumstances beyond our reasonable control
• Security Incidents — DDoS attacks, hacking attempts, or other malicious activities targeting your account or our infrastructure
• DNS Propagation — Delays in DNS propagation which are controlled by external DNS providers and registrars
• Account Suspension — Suspension due to non-payment, Terms of Service violations, or Acceptable Use Policy violations
• Beta Services — Any services labeled as beta, preview, or pre-release

6. Service Credits

If we fail to meet our Service Commitment in any billing month, you may be eligible for a Service Credit. Service Credits are calculated as a percentage of your monthly service fee for the affected service:

Important Credit Terms:

• Service Credits are capped at 100% of your monthly service fee for the affected service
• Credits are applied to future invoices and are not redeemable for cash
• Credits do not apply if you are in breach of the Terms of Service
• Credits are your sole and exclusive remedy for any failure to meet the Service Commitment

7. Credit Request Procedure

To request a Service Credit, you must:

1. Submit a support ticket within 30 days of the end of the billing month in which the downtime occurred
2. Include "SLA Credit Request" in the ticket subject line
3. Provide the following information:
   • — Your account information and affected service(s)
   • — Date(s) and time(s) of the incident (with timezone)
   • — Duration of the unavailability
   • — Any error messages, logs, or screenshots documenting the issue
   • — Description of how the downtime impacted your operations
4. Await our review and response within 10 business days

If the Monthly Uptime Percentage is confirmed to be less than the Service Commitment, we will issue a Service Credit to your account within one billing cycle. We will apply the credit to your next invoice.

8. Support Response Times

Our support team is available 24/7/365 with the following target response times based on issue severity:

Response time is measured from the moment you submit a support ticket to the moment our team provides an initial response. Resolution times vary based on issue complexity.

9. Monitoring and Reporting

We continuously monitor all infrastructure 24/7/365 using enterprise-grade monitoring tools. Our monitoring includes:

• Server Health — CPU, memory, disk usage, and process monitoring
• Network Connectivity — Latency, packet loss, and bandwidth monitoring
• Service Availability — HTTP/HTTPS endpoint checks every 60 seconds
• SSL/TLS Certificates — Expiration and validity monitoring
• Database Performance — Query performance and connection pool monitoring

Customers may request uptime reports for their services at any time by submitting a support ticket. Reports are typically provided within 2 business days.

10. Maintenance Windows

To maintain optimal performance and security, we perform regular maintenance on our infrastructure:

• Scheduled Maintenance — Announced at least 48 hours in advance via email and/or client dashboard notification
• Preferred Window — Tuesdays and Thursdays, 2:00 AM – 6:00 AM EST (when possible)
• Emergency Maintenance — May occur without prior notice for critical security patches or urgent repairs

We strive to minimize downtime during maintenance and will provide updates on expected duration and any service impact.

11. Data Backup and Recovery

As part of our commitment to service reliability, we maintain regular backups of customer data:

• Daily Backups — Automated daily backups retained for 30 days
• Weekly Backups — Weekly snapshots retained for 90 days
• Geographic Redundancy — Backups stored in geographically separate locations
• Recovery Time — Standard restoration within 4 hours of request

While we maintain backups, customers are encouraged to maintain their own backup copies of critical data. Backup restoration may be subject to additional fees depending on your service plan.

12. Customer Responsibilities

To help us deliver on our Service Commitment, customers agree to:

• Maintain accurate and up-to-date contact information for service notifications
• Promptly report any service issues through our official support channels
• Cooperate with our technical team during troubleshooting and resolution efforts
• Follow best practices for security, including strong passwords and regular updates
• Not engage in activities that could negatively impact service performance for other customers
• Comply with all Terms of Service and Acceptable Use Policy requirements

13. Limitation of Liability

Service Credits are your sole and exclusive remedy for any failure by Janhost to meet the Service Commitment. Janhost and its affiliates shall not be liable for any indirect, incidental, special, consequential, or exemplary damages, including but not limited to damages for loss of profits, goodwill, data, or other intangible losses resulting from service unavailability.

In no event shall our total liability exceed the fees paid by you for the affected service during the twelve (12) months preceding the incident giving rise to liability.

14. SLA Modifications

We reserve the right to modify this SLA at any time. Changes will be posted on our website and will take effect 30 days after posting. Continued use of our services after such modifications constitutes acceptance of the updated SLA.

Material changes that reduce service commitments will be communicated directly to affected customers via email.

15. Contact Information

For questions about this Service Level Agreement or to request a Service Credit:

info@janhost.net

For urgent issues requiring immediate attention, please submit a support ticket marked as "Critical" through your client dashboard.