Shared, Reseller, Semi-Dedicated Services:

Network & Server Uptime:

HostGround guarantees a 99.9% network and server uptime. If in any given month we fail to meet this guarantee a credit may be issued to a HostGround customer.

The following requirements must be met while claiming credits:

• Your account must be in good standing. (No overdue invoices / pending cancellations / abuse reports.)
• You must submit a ticket through our client portal to the billing department
• All requests must be submitted within 5 days of the reported downtime
• All requests must contain a ticket ID or announcement notification of the service interruption

SLA Credit will be generated as follows based on your monthly renewal price:

Downtime for the following events shall not be accounted for:

• DDoS Attacks
• Scheduled downtime or planned maintenance
• Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
• ISP or local connection problems
• Customer-controlled downtime
• Natural Disasters or events beyond the control of HostGround

Unmanaged & Managed VPS:

Network & Server Uptime:

HostGround guarantees a 99.9% network and server uptime. If in any given month we fail to meet this guarantee a credit may be issued to a HostGround customer.

The following requirements must be met while claiming credits:

• Your account must be in good standing. (No overdue invoices / pending cancellations / abuse reports.)
• You must submit a ticket through our client portal to the billing department
• All requests must be submitted within 5 days of the reported downtime
• All requests must contain a ticket ID or announcement notification of the service interruption

SLA Credit will be generated as follows based on your monthly renewal price:

Downtime for the following events shall not be accounted for:

• DDoS Attacks
• Scheduled downtime or planned maintenance
• Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
• ISP or local connection problems
• Customer-controlled downtime
• Natural Disasters or events beyond the control of HostGround
• Internal services such as MySQL, Apache, PHP, etc.

Unmanaged and Managed Dedicated Servers:

Hardware Replacement:

Orlando and LA:

Hardware replacement will occur within 3 hours from your report of a problem. HostGround will refund 5% of the Fee for each additional 2 hours of down time (up to 100% of your Fee).

Servers at our New York facility are exempted from this SLA due to the fact that we are dependent on a third-party provider for HW replacements where as at Orlando and LA we have on site HW and personnel.

Network Uptime:

HostGround guarantees a 99.9% network and server uptime. If in any given month we fail to meet this guarantee a credit may be issued to a HostGround customer.

The following requirements must be met while claiming credits:

• Your account must be in good standing. (No overdue invoices / pending cancellations / abuse reports.)
• You must submit a ticket through our client portal to the billing department
• All requests must be submitted within 5 days of the reported downtime
• All requests must contain a ticket ID or announcement notification of the service interruption

SLA Credit will be generated as follows based on your monthly renewal price:

Downtime for the following events shall not be accounted for:

• DDoS Attacks
• Scheduled downtime or planned maintenance
• Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
• ISP or local connection problems
• Customer-controlled downtime
• Natural Disasters or events beyond the control of HostGround
• Internal services such as MySQL, Apache, PHP, etc.

Our Budget Dedicated Server line up is exempted from an SLA of any kind and are provided on a best effort basis.