Our commitment to reliability, performance, and world-class support.
This Service Level Agreement (“SLA”) defines the level of service you can expect from Hosting Mammoth. It covers uptime guarantees, support response times, maintenance windows, and the remedies available when we fail to meet our commitments. This SLA applies to all paid service plans.
| Service Tier | Uptime Guarantee | Max Monthly Downtime | Service Credit |
|---|---|---|---|
| Standard | 99.9% | 43 min/month | 10% monthly fee |
| Business | 99.95% | 22 min/month | 25% monthly fee |
| Enterprise | 99.99% | 4 min/month | 50% monthly fee |
| Priority | Initial Response | Target Resolution | Availability |
|---|---|---|---|
| Critical (P1) | 15 minutes | 4 hours | 24/7/365 |
| High (P2) | 1 hour | 8 hours | 24/7/365 |
| Medium (P3) | 4 hours | 24 hours | Business hours |
| Low (P4) | 8 hours | 72 hours | Business hours |
Routine maintenance is scheduled during low-traffic windows (typically 2:00 AM – 6:00 AM IST, Tuesday/Thursday). We provide at least 72 hours advance notice for scheduled maintenance. Emergency maintenance may occur without advance notice when necessary to protect infrastructure integrity. Scheduled maintenance windows are excluded from uptime calculations.
The SLA does not apply to: (a) force majeure events (natural disasters, war, government actions); (b) issues caused by customer actions or third-party software; (c) free or trial service plans; (d) scheduled maintenance windows; (e) DDoS attacks or other malicious third-party activities beyond our reasonable control; (f) DNS propagation delays outside our infrastructure.
To request a service credit, submit a ticket within 30 days of the incident, including the date, time, and duration of downtime. Credits are applied to future invoices and cannot be exchanged for cash. Maximum cumulative credit per month is 100% of monthly fees. We verify all claims against our monitoring data.
We continuously monitor all services using internal and third-party monitoring tools. Real-time status is available at our Server Status page. Monthly uptime reports are provided to Business and Enterprise customers upon request. Incident post-mortem reports are published for any major outage.
