Service Level Agreement (SLA) Last Updated: September 5, 2026
VelocityTier is committed to providing reliable, high-performance hosting services. This Service Level Agreement (“SLA”) describes our uptime commitment, eligibility for service credits, applicable exclusions, and the responsibilities shared between VelocityTier and our customers.
1. Definitions
- Affected Service: The paid VelocityTier hosting service directly impacted by a qualifying outage.
- Downtime: The period during which an affected service is unavailable because of a failure within systems under VelocityTier’s direct control, excluding the events listed in this SLA.
- Monthly Uptime: The percentage of time an affected service remains available during a calendar month.
- Scheduled Maintenance: Planned maintenance communicated in advance when reasonably possible.
- Emergency Maintenance: Urgent maintenance required to protect the security, stability, or integrity of our services.
2. Hosting Uptime Commitment
VelocityTier provides a 99.9% monthly hosting uptime SLA for the following eligible paid hosting services:
Cloud Web Hosting
Managed WordPress Hosting
Cloud VPS Hosting
Managed Cloud Dedicated Servers
Monthly uptime is calculated separately for each affected service and is determined using VelocityTier’s monitoring systems, server records, and other reasonably available technical information.
This SLA applies to service availability resulting from infrastructure and systems under VelocityTier’s direct control.
3. Service Credits If an eligible service falls below 99.9% monthly uptime, the customer may request a service credit according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% or higher | No credit |
| Below 99.9% but at least 99.5% | 10% of the affected service’s monthly fee |
| Below 99.5% but at least 99.0% | 25% of the affected service’s monthly fee |
| Below 99.0% | 50% of the affected service’s monthly fee |
Service credits:
- Are calculated using the monthly recurring fee for the affected service, excluding taxes, domain registrations, licenses, add-ons, usage charges, and one-time fees.
- Are applied to a future VelocityTier invoice.
- Are non-transferable and have no cash value.
- Cannot exceed 100% of the affected service’s monthly recurring fee.
- Are available only to customers whose accounts are active and in good standing.
- Are the customer’s sole and exclusive remedy for VelocityTier’s failure to meet this uptime commitment.
4. Service Scope This SLA applies only to eligible paid hosting services and infrastructure under VelocityTier’s direct control.
It does not cover availability or performance problems caused by:
- Customer-installed software, scripts, themes, plugins, or applications
- Customer configuration changes, coding errors, or misuse
- Third-party platforms, services, software, integrations, or external APIs
- Domain-name or DNS services not managed by VelocityTier
- Suspended or terminated services resulting from nonpayment or violations of VelocityTier policies
5. Exclusions The following events are excluded from monthly uptime calculations:
- Scheduled or emergency maintenance
- DDoS attacks, malicious traffic, hacking attempts, or other cyberattacks
- Customer actions, errors, misuse, or misconfigurations
- Failures caused by third-party software or services
- Failures involving upstream networks or portions of the public internet outside VelocityTier’s direct control
- Domain-registration, DNS, or propagation issues outside VelocityTier’s direct control
- Service suspension resulting from nonpayment, abuse, or policy violations
- Force majeure events, including natural disasters, war, terrorism, civil unrest, government action, labor disputes, utility failures, or other events beyond VelocityTier’s reasonable control
6. Requesting a Service Credit To request a service credit:
- Submit a support ticket through the VelocityTier client portal within 7 calendar days of the incident.
- Identify the affected service and provide the approximate date, time, duration, and details of the reported outage.
- Maintain an active account in good standing.
VelocityTier will review the claim using its monitoring records, server logs, and other reasonably available technical information. Approved credits will be applied to a future invoice.
Service credits are not issued automatically.
7. Changes to This SLA VelocityTier may update this SLA from time to time. Updated terms will become effective when published unless another effective date is stated. Continued use of VelocityTier services after an update constitutes acceptance of the revised SLA.
8. Governing Law This SLA is governed by the laws of the State of Maryland, USA, without regard to its conflict-of-law principles.
Contact Us Questions about this Service Level Agreement may be sent to legal@velocitytier.com.
