This SLA applies to every paid Ceohost service — Shared, WordPress, India, Reseller, VPS, Cloud, Dedicated and Enterprise. Enterprise agreements may specify custom terms.

1. Uptime commitment

Ceohost guarantees the following monthly uptime targets, measured externally by a third-party monitoring service polling every 60 seconds from at least 5 geographically distributed nodes.

• Shared / WordPress / Reseller — 99.9% (max 43 min downtime / month)
• VPS — 99.95% (max 21 min downtime / month)
• Cloud — 99.99% (max 4 min downtime / month)
• Dedicated (single-node) — 99.9% network uptime
• Enterprise — custom, up to 99.999% (max 26 seconds / month)

2. Service credits

If we miss the guaranteed uptime, you get service credits automatically, applied to your next invoice.

• Under 99.9% but above 99.5% → 10% credit
• Under 99.5% but above 99.0% → 25% credit
• Under 99.0% → 50% credit
• Under 95.0% → 100% credit (one month free)

3. Support response SLA

• Urgent (site down) → < 5 min first response, < 1 hour resolution
• High (production impact) → < 15 min first response, < 4 hour resolution
• Normal → < 1 hour first response, < 8 hour resolution
• Low → < 4 hour first response, < 24 hour resolution

4. Exclusions

The following are not counted towards downtime: (a) scheduled maintenance announced ≥ 72 hours in advance, (b) customer-side errors (bad code, plugin conflicts), (c) force majeure (natural disaster, upstream fibre cuts), (d) DDoS attacks exceeding our mitigation capacity (20 Gbps for standard plans, higher for enterprise).

5. How to claim credits

Credits are applied automatically. You can also raise a manual claim via ticket within 30 days of the incident, referencing the incident ID from our public status page.

6. Enterprise SLA

Enterprise customers can negotiate custom uptime targets, response times, RTO/RPO commitments and credit percentages under a signed MSA. Contact enterprise@ceohost.in.