Service Level Agreement
Effective from July 2026
1. Uptime Guarantee
1EG HOST guarantees 99.9% network uptime on an annual basis for all hosting services. Uptime is calculated as the percentage of time our network and infrastructure are available, excluding scheduled maintenance.
2. Credit Policy
| Uptime | Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly fee |
| 98.0% – 98.99% | 25% of monthly fee |
| 95.0% – 97.99% | 50% of monthly fee |
| Below 95.0% | 100% of monthly fee |
3. Scheduled Maintenance
Scheduled maintenance windows are announced at least 48 hours in advance via email and our status page. Maintenance typically occurs during off-peak hours (02:00-06:00 UTC+2). Scheduled maintenance does not count toward downtime calculations.
4. Emergency Maintenance
Emergency maintenance may be performed without prior notice when required to address critical security vulnerabilities or hardware failures. We make every effort to minimize the duration and impact of emergency maintenance.
5. Exclusions
The SLA does not cover downtime caused by: (a) customer's own applications or configurations; (b) DDoS attacks targeting the customer; (c) force majeure events; (d) customer's failure to respond to abuse notifications; (e) third-party software or services not managed by 1EG HOST.
6. Claim Process
To request an SLA credit, open a support ticket within 7 days of the downtime incident. Credits are applied to your next billing cycle and cannot be redeemed for cash. Maximum credit per incident is limited to one month's service fee.