Service Level Agreement
Last updated: March 1, 2026
1. Service Commitment
NexHost guarantees 99.99% monthly uptime for all services including Cloud VPS, Managed Databases, Edge CDN, DDoS Protection, and Game Servers. This means no more than 4.32 minutes of downtime per month.
2. Definitions
Downtime: Any period where the service is unavailable as confirmed by our monitoring systems. Scheduled maintenance windows (announced 72 hours in advance) are excluded.
Monthly Uptime %: Calculated as (total minutes in month - downtime minutes) / total minutes in month x 100.
Service Credit: A percentage of your monthly bill credited to your account, calculated based on the uptime percentage achieved.
3. Service Credits
If we fail to meet our uptime commitment, you are eligible for the following service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.99% | 10% |
| 95.0% – 99.0% | 25% |
| 90.0% – 95.0% | 50% |
| < 90.0% | 100% |
4. Exclusions
The SLA does not apply to:
- Scheduled maintenance announced at least 72 hours in advance
- Force majeure events (natural disasters, war, government actions)
- Issues caused by customer actions, code, or configurations
- DDoS attacks exceeding 15 Tbps (our published mitigation capacity)
- Third-party service outages beyond our control
- Free tier or trial accounts
5. Credit Request Process
To request a service credit, submit a ticket within 30 days of the downtime event. Include your account ID, affected services, and the date/time of the incident. Credits are applied within one billing cycle and cannot be converted to cash.
6. Monitoring
We use independent third-party monitoring from multiple global locations to measure uptime. Our public status page at status.nexhost.com provides real-time and historical availability data for all services.