Service Level Agreement
HostFalcon · Draft dated 3 November 2026
1. Scope
This SLA describes the proposed 100% network and hosting availability commitment for eligible paid Shared and Reseller Hosting services. It must be checked against actual monitoring and compensation capabilities before being published as binding.
2. Availability measurement
Monthly availability should be calculated as (total eligible minutes minus qualifying unavailable minutes) divided by total eligible minutes, multiplied by 100. The exact monitoring source and definition of qualifying unavailability must be finalized.
3. Exclusions
Proposed exclusions include scheduled maintenance with reasonable advance notice, customer misconfiguration, third-party DNS or internet access outside our control, customer application failures and events outside reasonable operational control. Exclusions must not override mandatory law.
4. Service credits
[ACTION REQUIRED: specify an enforceable service-credit schedule, maximum credit, claim period, and evidence requirements before publishing the 100% guarantee.] No credit percentages have been invented in this draft.
5. Claims
Customers may report an outage to support@hostfalcon.net with the affected service, timestamps and supporting details. The claims deadline must be finalized before launch.
6. Other remedies
SLA credits, once defined, do not limit mandatory statutory consumer remedies or liability that cannot lawfully be excluded.