Our availability target, service-credit remedy, measurement method, incident process, and exclusions for eligible paid hosting and cloud services.
This SLA applies only to an active, paid hosting or cloud compute service whose order expressly includes this SLA. It does not apply to domain registration, third-party licences, free or trial services, beta features, customer-managed applications, or services suspended for non-payment or breach.
This SLA supplements the Terms of Service. Capitalised concepts have the meaning given there. If an order includes a different signed service level, that order controls.
Z4Host targets 99.9% monthly availability for the network and infrastructure needed to reach the eligible service. Availability is assessed per service and calendar month.
Monthly availability percentage equals total minutes in the month minus verified unavailable minutes, divided by total minutes in the month, multiplied by 100. “Unavailable” means the eligible service cannot be reached due to a failure in infrastructure controlled by Z4Host or the applicable upstream service provider, as confirmed by platform monitoring and incident records.
Separate short events may be aggregated. Customer-side monitoring is useful evidence but is not conclusive by itself. Degraded performance counts as unavailability only where it makes the service materially unusable and is verified by our records.
| Verified monthly availability | Credit of the affected service’s monthly recurring fee |
|---|---|
| 99.900% or higher | No credit |
| 99.000%–99.899% | 5% |
| 95.000%–98.999% | 10% |
| Below 95.000% | 25% |
The credit is calculated only on the monthly recurring fee for the affected eligible service, excluding tax, domains, licences, setup, migration, usage, management, and other third-party fees. Total credit for a service in one month is capped at 25% of that monthly recurring fee.
Submit a support ticket within seven calendar days after the end of the affected month. Include the service identifier, date and time with time zone, observed symptoms, source IP where relevant, and any monitoring evidence. The account must be current and not in breach when the credit is issued.
We will compare the claim with monitoring, maintenance, network, and incident records and communicate the result. Approved credits are posted to the Z4Host account for future invoices; they are not cash refunds, cannot be transferred, and do not offset overdue balances.
The calculation excludes unavailability caused by:
We use reasonable efforts to schedule planned maintenance during lower-impact periods and give advance notice for material work. Emergency maintenance may occur without advance notice where needed to protect security, data, or service continuity. Maintenance estimates are targets and may change as work progresses.
During a material incident, updates may be provided through the client portal, support ticket, email, or status channel appropriate to the service. Customers should keep operational contacts current.
Services may run in or be delivered through distributed data centres, principally across nine European countries, Singapore, Canada, the United States, and Dubai. We generally select the nearest suitable available location. A specific region, redundancy arrangement, failover design, or data-residency guarantee applies only when expressly included in the order.
Z4Host may resell infrastructure operated by specialist providers. We coordinate support and use reasonable efforts to escalate incidents, but provider-controlled facilities, networks, and force-majeure events remain subject to the exclusions above.
Availability is not a backup or data-durability guarantee. Customers must maintain independent, tested backups. On unmanaged services, the customer is responsible for administration, security, patching, backup, and recovery. Managed-service obligations are limited to the written scope purchased.
No service credit is due for data loss or restoration time unless a separate written backup or recovery commitment expressly says otherwise.
To the maximum extent permitted by law, the account credit described here is the customer’s sole and exclusive remedy for failure to meet the 99.9% target. This does not limit rights or liability that cannot lawfully be excluded and does not change the separate 30-day refund right in the Terms of Service.
Submit SLA claims through the authenticated client portal. General questions may be sent to info@z4host.com. Never include account passwords in a ticket or email.