Last updated: 09/21/2025
This Service Level Agreement (“SLA”) forms part of the KellerNetwork Terms of Service and applies to all customers with active hosting or VPS services.
1. Uptime Guarantee
KellerNetwork guarantees 99.9% uptime for hosting and VPS services, measured on a monthly basis. Uptime is defined as the availability of your website or server to respond to HTTP, HTTPS, or other applicable service requests.
2. Exclusions
The uptime guarantee does not apply to downtime caused by:
- Scheduled maintenance (with at least 24 hours’ notice).
- Customer actions or software, including misconfiguration, coding errors, or abuse.
- Issues outside KellerNetwork’s reasonable control, including:
- Internet backbone failures,
- Domain name system (DNS) issues beyond our control,
- Force majeure events (natural disasters, war, strikes, etc.),
- Third-party service failures (registries, upstream providers).
3. Service Credits
If uptime falls below the guaranteed level in any calendar month, customers may be eligible for service credits:
- 99.0% – 99.8% uptime → 10% credit of monthly fee.
- 98.0% – 98.9% uptime → 25% credit of monthly fee.
- Below 98.0% uptime → 50% credit of monthly fee.
Credits will not exceed 50% of the monthly fee for the affected service.
4. Claim Process
To request a credit:
- Submit a support ticket within 7 days of the incident.
- Provide details including dates, times, and affected services.
- KellerNetwork will verify the outage and apply credits to your next invoice if applicable.
5. Limitations
- Credits are the sole and exclusive remedy for downtime.
- Credits have no cash value and cannot be refunded.
- This SLA does not apply to free, trial, or promotional accounts.
6. Updates
KellerNetwork may update this SLA from time to time. Changes will be posted on our website and effective immediately.
Contact
For SLA claims or questions, please contact us through the KellerNetwork client portal or at support@kellernetwork.com.