Last updated: 2026-07-24. This Service Level Agreement (SLA) applies to active AkolagTech / AKT Host hosting and managed-service accounts and forms part of the Terms of Service agreed to at checkout. It does not apply to trial, free-tier, beta, or non-production/staging services.
1. What this SLA covers
This SLA covers the network, power, and host-node availability of your hosting service (shared, reseller, VPS, or managed hosting) and our support response commitments. It does not cover the availability or correctness of your own website code, plugins, themes, or third-party integrations running on the service.
2. Uptime commitment
We commit to 99.0% monthly uptime for production hosting services. This is a realistic, monitored commitment - not a marketing number - and is measured independently as described below.
99.0% monthly uptime allows for approximately 7 hours 18 minutes of unplanned downtime per 30-day month before a service credit is owed. Scheduled maintenance with advance notice (Section 5) does not count against this figure.
3. How uptime is measured
- Uptime is measured at the server/network level (host reachability and core web service response), independently, using third-party external monitoring polling at 1-5 minute intervals, not by the customer's own perception of "my site feels slow."
- A minute counts as downtime only if the monitored endpoint fails to respond successfully (connection failure or 5xx server error) for two or more consecutive monitoring checks.
- Downtime caused by anything listed in Section 6 (Exclusions) is not counted against the uptime commitment.
- Monthly uptime percentage = (total minutes in the month - qualifying downtime minutes) / total minutes in the month x 100.
- Monitoring records are retained for at least 90 days and are the basis for any credit determination. We will share the relevant monitoring data with you on request when reviewing a claim.
4. Service credits
If monthly uptime falls below the 99.0% commitment for a paid production hosting service, you may claim a service credit against your next invoice for that service, on the following schedule:
| Monthly uptime achieved | Service credit |
|---|---|
| 99.0% - 100% | No credit owed (commitment met) |
| 98.0% - 98.99% | 5% of that month's hosting fee |
| 95.0% - 97.99% | 10% of that month's hosting fee |
| 90.0% - 94.99% | 20% of that month's hosting fee |
| Below 90.0% | 30% of that month's hosting fee |
Service credits are applied as an account credit toward a future invoice for the affected service - they are not cash refunds. Total credits owed for a single service in a single month will not exceed 30% of that month's fee for that service. Service credits are your sole and exclusive remedy for failure to meet the uptime commitment.
5. Support response times
Support response time is the time from ticket submission to a first human reply from our support team, not time-to-resolution (resolution time varies by issue complexity). Business hours are Monday-Friday, 9:00 AM - 6:00 PM WAT/EST, excluding public holidays, unless otherwise noted.
| Priority | Examples | Target first response |
|---|---|---|
| Critical | Server/site fully down, security incident in progress, data-loss risk | Within 1 hour, 24/7/365 |
| High | Major feature broken (mail, database, checkout), significant performance degradation | Within 4 business hours |
| Normal | Partial functionality issues, configuration requests, general troubleshooting | Within 1 business day |
| Low | General questions, how-to requests, non-urgent change requests | Within 2 business days |
Support response times are a target, not a separately credited SLA item, unless you are on a support plan that explicitly states otherwise in its own terms.
6. Exclusions
The following do not count against the uptime commitment or support response times, and are not eligible for service credit:
- Scheduled maintenance performed with at least 24 hours' advance notice via email and/or the client area, or emergency maintenance reasonably necessary to protect the security or stability of the platform.
- Force majeure events beyond our reasonable control: natural disasters, war, civil unrest, government action, widespread internet backbone or power grid failures, and similar events.
- Customer-caused issues: misconfiguration, resource exhaustion (CPU/RAM/inode/bandwidth limits), insecure code or credentials, unauthorized third-party plugins, or changes made by you or your agents.
- Third-party and registrar issues outside our infrastructure: domain registrar outages, DNS propagation delays, upstream ISP or backbone issues, third-party APIs or payment gateways, and your own local internet connectivity.
- DDoS and abuse traffic beyond what standard, reasonable mitigation can absorb. We run standard DDoS mitigation; extreme or sustained attacks that exceed reasonable mitigation capacity are treated as a force majeure event.
- Beta, preview, trial, and free-tier features or services, and non-production/staging/development environments.
- Suspension of your account for non-payment or verified Terms of Service / Acceptable Use Policy violations.
7. How to claim a service credit
- Open a support ticket within 5 business days of the incident, titled "SLA Credit Claim," including the affected service/domain and the dates and approximate times of the downtime you experienced.
- We will review the claim against our independent monitoring records (Section 3) and confirm the qualifying downtime within 5 business days.
- If the claim is valid, the applicable credit (Section 4) will be applied to your account and reflected on your next invoice for that service.
- Claims submitted after the 5-business-day window, or for services/periods excluded under Section 6, will not be eligible for credit.
8. Limitation of liability
Service credits are your sole and exclusive remedy for any failure to meet the commitments in this SLA. To the extent permitted by law, AkolagTech is not liable for indirect, incidental, special, or consequential damages (including lost profits, lost data, or lost business) arising from downtime or service interruption. Our total liability for any claim relating to hosting services in a 12-month period is limited to the fees you actually paid us for the affected service during that period. Nothing in this SLA overrides a separately signed Master Service Agreement or contract that explicitly states different terms.
9. Changes to this SLA
We may update this SLA as our infrastructure, monitoring, or support capabilities change. Material reductions in commitments will be communicated at least 30 days in advance to active clients by email. The "Last updated" date at the top reflects the most recent revision.
10. Questions or a claim to file
Open a support ticket from your client area, or contact billing@akthost.com for account/billing questions related to this SLA.
