Service Level Agreement
Our commitment to reliability, uptime, and support for your hosting services.
Service Level Agreement for SpectraHost
Last updated: 3/15/2026
1. Uptime Guarantee
SpectraHost guarantees 99.9% network uptime for all hosting services, measured on a monthly basis. This means your hosting services will be available and accessible at least 99.9% of the time during any given calendar month.
The 99.9% uptime guarantee applies to:
- WordPress hosting plans
- Website Builder hosting plans
- VPS hosting plans
2. Service Credits
If we fail to meet the 99.9% uptime guarantee in any calendar month, you may request a service credit according to the following schedule:
| Monthly Uptime | Approximate Downtime | Service Credit |
|---|---|---|
| 99.0% - 99.9% | 44 min - 7 hrs 18 min | 5% of monthly fee |
| 95.0% - 98.9% | 7 hrs 18 min - 36 hrs 30 min | 10% of monthly fee |
| 90.0% - 94.9% | 36 hrs 30 min - 73 hrs | 25% of monthly fee |
| Below 90.0% | More than 73 hrs | 50% of monthly fee |
Service credits are applied to your account balance and may be used toward future invoices. Credits are not redeemable for cash.
3. How to Request a Credit
To request a service credit:
- Open a support ticket within 30 days of the downtime event
- Include the affected service, dates, and approximate duration of downtime
- Our team will verify the outage against our monitoring data and apply the appropriate credit
Credits not requested within 30 days of the incident are forfeited.
4. Exclusions
The uptime guarantee does not apply to downtime caused by:
- Scheduled maintenance — Planned maintenance windows announced at least 24 hours in advance via email or our status page
- Customer actions — Downtime caused by your code, configuration, resource usage, or third-party software you installed
- Force majeure — Natural disasters, wars, acts of terrorism, government actions, or other events beyond our reasonable control
- DNS propagation — Delays caused by DNS changes or propagation are outside our control
- Third-party services — Outages in upstream providers, ISPs, or CDN services
- DDoS attacks — While we implement DDoS mitigation, we cannot guarantee uptime during sustained, large-scale attacks
- Account suspension — Downtime resulting from account suspension due to policy violations or non-payment
5. Network and Infrastructure
To deliver on our uptime commitment, our infrastructure includes:
- Enterprise-grade data centers with redundant power and cooling
- NVMe SSD storage with RAID protection
- Redundant network connectivity with multiple upstream providers
- 24/7 network monitoring and automated failover
- LiteSpeed web server technology for optimal performance
6. Support Response Times
We strive to respond to support requests within the following timeframes:
| Priority | Description | Target Response |
|---|---|---|
| Critical | Service completely down, no workaround | Within 1 hour |
| High | Major feature impaired, workaround available | Within 4 hours |
| Normal | General support question or minor issue | Within 24 hours |
| Low | Feature request or general inquiry | Within 48 hours |
These are target response times, not resolution times. Complex issues may require additional time to resolve.
7. Data Backups
We perform regular automated backups of hosting accounts. However:
- Backups are provided as a courtesy and are not guaranteed
- Backup frequency and retention vary by hosting plan
- You are ultimately responsible for maintaining your own backups
- Backup restoration may be subject to fees depending on your plan
8. Changes to This SLA
We may update this Service Level Agreement at any time. Material changes will be communicated via email to active customers at least 30 days before taking effect.
9. Contact Us
For questions about this SLA or to request a service credit, contact us at:
- Email: support@spectrahost.com
- Support: Submit a ticket
- Status Page: spectrahost.com/status