Service Level Agreement

1. Purpose

This Service Level Agreement (SLA) defines the levels of service you can expect from BreezeHost ("Provider") for web hosting services. It defines our responsibilities, uptime guarantee, and the remedies available in the rare event that we fail to meet our commitments.

2. Service Commitment

BreezeHost is committed to providing a minimum uptime of 99.9% on a monthly basis for all web hosting services, excluding scheduled maintenance and circumstances beyond our control (see Section 5).

3. Service Scope

This SLA applies to the following:

• Shared Hosting Plans
• Reseller Hosting Plans
• VPS Hosting (Managed/Unmanaged)
• WordPress Hosting (CloudWP Plans)
• Email Services hosted under BreezeHost infrastructure
• Control Panel Access (e.g., cPanel, CloudWP Panel)
• DNS and Database Services
• Cloud or Dedicated Servers under BreezeHost Management

4. Uptime Guarantee

4.1. Uptime Definition

"Uptime" refers to the ability of the hosting infrastructure to respond to network requests and serve website content as intended.

4.2. Measurement

Uptime is measured using external and internal monitoring systems at 1-minute intervals over a calendar month.

4.3. SLA Credits

If monthly uptime falls below the guaranteed threshold, you may request service credits as outlined below:

Note: Credits are applied upon request and are not automatic. Requests must be submitted within 7 days of the reported downtime.

5. SLA Exclusions

This SLA does not cover interruptions caused by:

• Scheduled maintenance (with prior notice of at least 24 hours)
• Software or script issues caused by the customer
• DDoS attacks, hacking attempts, or Force Majeure events (earthquakes, floods, war, etc.)
• DNS issues outside our control
• Downtime on third-party services (Cloudflare, external SMTP servers, etc.)
• Violations of BreezeHost’s Terms of Service or Acceptable Use Policy

5.1. Scheduled Maintenance

To ensure optimal performance, BreezeHost may occasionally perform scheduled maintenance. Clients will be notified at least 24 hours in advance via email or portal announcements. Scheduled maintenance is excluded from uptime calculations.

5.2. Unscheduled & Emergency Maintenance

In the event of security vulnerabilities or hardware failure, BreezeHost may conduct emergency maintenance without prior notice to protect data integrity. We will make all reasonable efforts to minimize downtime during such events.

6. Support Response Time

BreezeHost commits to the following Support Response Time Objectives:

Support is available 24/7/365 via ticket system. Live chat and phone support are available during business hours.

Note: These are response times, not resolution times. Actual resolution may vary based on issue complexity.

7. Customer Responsibilities

To benefit from this SLA, you must:

• Maintain valid and current contact information in your BreezeHost account
• Use BreezeHost services in accordance with our Terms of Service
• Submit all SLA claims within 7 days of the incident
• Include detailed logs or issue times (if available)

8. Remedies and Limitations

• Service credits are issued as credit balance for future invoices. No cash refunds.
• SLA credits cannot exceed 100% of the monthly fee for the affected service.
• This SLA does not apply to free services or promotional accounts.

8.1 Limitations

This SLA does not apply when outages result from:

• Client-side misconfigurations or scripts
• Overuse of allocated server resources (abuse, spam, etc.)
• DDoS attacks or external network issues
• Scheduled or emergency maintenance
• Suspension due to violations of Terms of Service (TOS)

9. Changes to SLA

BreezeHost reserves the right to update this SLA at any time. Clients will be notified of any material changes via email or client portal notice. Continued use of services after changes implies acceptance of the updated terms.

10. Contact & Claims

To file a claim or report section-related issues, please contact us at service@breeze.host.