HostFlow Service Level Agreement
This Service Level Agreement explains HostFlow service availability, maintenance and support expectations.
1. Service Availability
HostFlow aims to provide reliable hosting services. However, no hosting service can be guaranteed to be available at all times.
2. Maintenance
HostFlow may perform scheduled or emergency maintenance to improve security, stability, performance or reliability. Maintenance may temporarily affect service availability.
3. Unplanned Downtime
Unplanned downtime may occur because of provider outages, network issues, hardware issues, software issues, attacks, abuse incidents, emergency repairs, customer misuse, or events outside HostFlow control.
4. Customer Responsibility
Customers are responsible for maintaining their own backups unless a backup service is specifically included in their plan. HostFlow is not responsible for data loss caused by customer error, misuse, software issues, third-party issues, suspension, termination or events outside our control.
5. Support
Support is provided through the HostFlow ticket system. Response times may vary depending on priority, workload and service type.
6. Priority Levels
Critical issues affecting service availability may be handled before general questions, setup requests or non-urgent support tickets.
7. Exclusions
This agreement does not apply to downtime or issues caused by:
- Customer scripts, plugins, bots or software
- Customer configuration errors
- Abuse or policy violations
- Suspensions for non-payment
- Third-party platforms
- Domain/DNS issues outside HostFlow control
- Force majeure events
- Scheduled or emergency maintenance
8. Credits
Service credits, if offered, are reviewed on a case-by-case basis and are not automatic. Credits may be refused where the issue was outside HostFlow control or caused by customer actions.
9. Changes
HostFlow may update this Service Level Agreement at any time.
10. Contact
For service issues, customers should open a support ticket through the HostFlow client area.
