Network and server uptime guarantee
Measured monthly across all hosting plans. This allows approximately 43 minutes of unplanned downtime per month. Service credits apply when we fall short.
Service Commitment
Dprime Hosting is committed to providing reliable hosting services. This Service Level Agreement defines our uptime commitment, the support response times you can expect and the remedies available if we fall short of our obligations.
Uptime Guarantee
We guarantee 99.9% uptime for our hosting network and servers, measured on a monthly calendar basis. This equates to a maximum of approximately 43 minutes of unplanned downtime per month.
Uptime is calculated as follows:
Monitoring is performed continuously. Downtime is defined as a period where your hosted services are completely inaccessible due to issues within our infrastructure.
Service Credits
If we fail to meet the 99.9% uptime guarantee in any calendar month, you are eligible for a service credit applied to your next invoice.
| Monthly uptime | Downtime allowance | Service credit |
|---|---|---|
| 99.0% to 99.9% | Up to 7.2 hours | 10% of monthly fee |
| 95.0% to 98.9% | Up to 36 hours | 25% of monthly fee |
| 90.0% to 94.9% | Up to 72 hours | 50% of monthly fee |
| Below 90.0% | More than 72 hours | 100% of monthly fee |
Credits are applied to future invoices only and are not redeemable for cash. The maximum credit in any single calendar month is 100% of that month's hosting fees.
Exclusions
The following are not counted as downtime and are not covered by this SLA:
- Scheduled maintenance announced at least 24 hours in advance
- Emergency security patches that cannot be delayed
- Downtime caused by customer actions, misconfiguration or custom code
- Third-party service failures such as DNS propagation, domain registrar issues or CDN outages
- Force majeure events such as natural disasters or power grid failures
- DDoS attacks that exceed our mitigation capacity
- Suspension due to Terms of Service or Acceptable Use violations
- Issues originating from the customer's local network or internet provider
Claiming Service Credits
To claim a service credit for an SLA breach:
- Submit a support ticket within 7 days of the incident
- Include the dates and times of the outage
- Attach relevant monitoring data, screenshots or evidence
- Your account must be in good standing with no overdue invoices
Support Response Times
We aim to respond to support tickets within the following approximate timeframes. Response time is measured from ticket submission to the first substantive response from our team.
| Priority | Description | Response time |
|---|---|---|
| Critical | Server down, major outage or complete inaccessibility | 1 hour |
| High | Significant degradation, security incident or email unavailable | 4 hours |
| Medium | Technical issue, configuration help or partial degradation | 12 hours |
| Low | General enquiry, feature request or non-urgent question | 24 hours |
Support is available in English and Arabic, Monday to Friday from 10am to 3pm Beirut time. The response targets above apply during these staffed hours. Support outside business hours is subject to availability and costs US$50 per hour, with the scope and charge agreed before work begins. It is not included as free round-the-clock support. Infrastructure monitoring is separate from staffed support. Resolution times depend on the issue and its complexity.
Maintenance Windows
Scheduled maintenance is typically performed during off-peak hours from 2am to 6am Beirut time. We will notify affected customers at least 24 hours in advance by email.
Emergency maintenance required for security or stability may be performed without advance notice. We will post updates and notify customers as quickly as possible.
Contact
To report an outage, claim a credit or ask questions about this SLA:
- Support: [email protected]
- Submit ticket: Client Area
- Server status: Status Page