Dprime Hosting is committed to providing reliable hosting services. This Service Level Agreement (SLA) defines our uptime commitment, the support response times you can expect, and the remedies available if we fall short of our obligations.
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:
Monitoring is performed continuously. Downtime is defined as a period where your hosted services are completely inaccessible due to issues within our infrastructure.
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. Credits are calculated based on the table below:
| Monthly Uptime | Downtime Allowance | Service Credit |
|---|---|---|
| 99.0% to 99.9% | ≤ 7.2 hours | 10% of monthly fee |
| 95.0% to 98.9% | ≤ 36 hours | 25% of monthly fee |
| 90.0% to 94.9% | ≤ 72 hours | 50% of monthly fee |
| Below 90.0% | > 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.
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 (DNS propagation, domain registrar issues, CDN outages)
- Force majeure events (natural disasters, power grid failures, etc.)
- DDoS attacks that exceed our mitigation capacity
- Suspension of services due to Terms of Service or Acceptable Use violations
- Issues originating from the customer's local network or ISP
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 in your ticket
- Attach any relevant monitoring data, screenshots, or evidence
- Your account must be in good standing (no overdue invoices)
We aim to respond to support tickets within the following timeframes. All times are approximate. Response times are measured from ticket submission to first substantive response from our team:
| Priority | Description | Response Time |
|---|---|---|
| Critical | Server down, major service outage, complete inaccessibility | 1 hour |
| High | Significant service degradation, security incidents, email down | 4 hours |
| Medium | Technical issues, configuration help, partial degradation | 12 hours |
| Low | General enquiries, feature requests, non-urgent questions | 24 hours |
Response times apply during business hours (Monday to Friday, 10am to 3pm Beirut time). Critical tickets are monitored outside business hours. Actual resolution times may be longer depending on complexity.
Scheduled maintenance is typically performed during off-peak hours: 2am to 6am Beirut time. We will notify affected customers at least 24 hours in advance via email.
Emergency maintenance required for security or stability reasons may be performed without advance notice. We will post updates on our status page and notify customers by email as quickly as possible.
To report an outage, claim a credit, or ask questions about this SLA:
- Support: hello@dprimehosting.com
- Submit Ticket: Client Area
- Server Status: Status Page