Legal

Service Level Agreement

Last updated: November 2026

This Service Level Agreement (“SLA”) explains the uptime, support and maintenance standards EZ Host Pro commits to, and what happens if we fall short.

1. Purpose of This SLA

The SLA outlines:

Uptime guarantees
Support response times
Maintenance windows
Limitations and exclusions
Compensation policies

This SLA applies to shared hosting, reseller hosting, VPS hosting, dedicated hosting, and related services.

2. Uptime Guarantee

We guarantee 99.9% network uptime per calendar month.

What’s Included

Network availability
Power uptime
Core server availability
Routing infrastructure

What’s Not Included

The uptime guarantee does NOT cover:

Scheduled maintenance
Customer‑caused outages
Software misconfiguration
Third‑party application failures
DDoS attacks
Force majeure events
Issues caused by plugins, themes, or scripts
Email service interruptions
DNS propagation delays

3. Scheduled Maintenance

We may perform scheduled maintenance to:

Upgrade hardware
Apply security patches
Improve performance
Update software

Maintenance windows are typically performed during low‑traffic hours. We will notify customers when possible.

4. Support Response Times

Support is available through:

Support tickets and email
Live chat on our website
Phone, Monday–Saturday, 7 am–6 pm Eastern
Knowledge base

Standard Response Times

Most tickets: within a few hours
All tickets: within 12 hours
Urgent issues, like a website that is down: as soon as possible

Response times may vary during holidays.

5. Backup Policy

We perform routine backups, but:

Backups are not guaranteed
Customers are responsible for maintaining their own backups
We are not liable for data loss
Backup restoration may incur fees

6. Performance Standards

We strive to maintain:

Stable server performance
Fast network speeds
Secure hosting environments
Updated server software

However, performance may vary based on:

Customer resource usage
Website configuration
Third‑party scripts
Traffic spikes

7. Compensation Policy

If uptime falls below 99.9%, customers may request service credits.

Service Credits

Credits may be issued as:

Account credit
Percentage of monthly hosting fee

Credits are NOT issued for:

Domain services
Add‑ons
Third‑party products
Customer‑caused downtime
AUP violations
Non‑payment suspensions

How to Request Credits

Email: billing@ez-hostpro.com within 7 days of the incident.

Include:

Domain name
Service affected
Description of outage
Approximate time and duration

We will review logs and respond within 48 hours.

8. Limitations

This SLA does NOT apply to:

Shared hosting resource limits
Reseller client misconfigurations
VPS or dedicated server software issues
Customer‑installed applications
DNS issues outside our network
Email delivery problems caused by third parties

9. Customer Responsibilities

You agree to:

Maintain secure passwords
Keep CMS installations updated
Use supported software
Avoid resource abuse
Follow our Acceptable Use Policy (AUP)

Failure to follow these responsibilities may void SLA coverage.

10. Changes to This SLA

We may update this SLA at any time. Continued use of our services constitutes acceptance of updated terms.

11. Contact Information

EZ Host Pro Support
Email: support@ez-hostpro.com
Website: ez-hostpro.com
Contact form: Contact Us