Service Level Agreement
Last updated: December 2025
TeleHost, Inc. is committed to providing reliable, high-performance hosting services with guaranteed uptime.
This Service Level Agreement (SLA) describes the level of service you can expect from TeleHost, Inc., a Delaware corporation. This SLA applies to all hosting services including Cloud Hosting, VPS, Dedicated Servers and Streaming services.
By using our services, you accept the terms described in this SLA. TeleHost, Inc. reserves the right to modify this SLA at any time with 30 days’ notice to customers.
01Service Commitment
TeleHost commits to maintaining the following service levels for all hosting services:
99.9% Monthly Uptime Guarantee
Our infrastructure is designed with redundancy and failover systems to maximize availability. We continuously monitor all systems 24/7/365 to identify and resolve issues proactively before they affect your services.
02Exclusions
The following situations are excluded from the uptime guarantee and do not qualify for service credits:
- Scheduled maintenance (announced at least 48 hours in advance)
- Emergency maintenance required for security or stability
- Issues caused by customer actions, scripts or applications
- DDoS attacks or other malicious activity targeting the customer
- DNS propagation delays or third-party DNS issues
- Domain registration or transfer issues with registrars
- Force majeure events (natural disasters, war, government actions)
- Internet connectivity issues outside the TeleHost network
- Customer failure to follow recommended security practices
- Service suspension for Terms of Service violations
03Service Credits
If TeleHost, Inc. fails to meet the 99.9% uptime commitment, eligible customers may request service credits according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 99.0% | 25% |
| 90.0% - 95.0% | 50% |
| < 90.0% | 100% |
Service credits are calculated as a percentage of the monthly fee for the affected service. The maximum credit per month is 100% of the monthly service fee.
04Credit Request Process
To request a service credit, customers must follow this process:
- Submit a support ticket within 30 days after the incident
- Include the date, time and duration of the downtime
- Provide any relevant logs or evidence of the outage
- Specify the affected services and account information
- Wait for TeleHost to verify the claim (typically 5–7 business days)
Credits apply to future invoices and are not redeemable for cash. Credits must be used within 12 months of issuance.
05SLA Limitations
Please note the following limitations of this SLA:
- This SLA applies only to paid services in good standing
- Free trials and promotional services are not covered
- Service credits are the sole and exclusive remedy for downtime
- TeleHost’s total liability is limited to the service credits described
- This SLA does not guarantee specific performance metrics beyond uptime
- Network latency and speed are not covered by this SLA
06Definitions
Downtime
A period when the customer’s hosting service is completely unavailable due to issues within TeleHost’s control. Partial service degradation does not constitute downtime.
Monthly Uptime Percentage
Calculated as: ((Total minutes in the month − Downtime minutes) / Total minutes in the month) × 100. Measured on a calendar-month basis.
Service Credit
A credit applied to the customer’s account, calculated as a percentage of the monthly fee for the affected service during the month in which the downtime occurred.
07Contact Information
For SLA-related inquiries or to submit a service credit request, contact us:
TeleHost, Inc.
A Delaware Corporation
Email: support@telehost.net
Phone: +1 (484) 414-5909