Service Level Agreement
Last updated: September 19, 2026
1. Our commitment
We commit to 99.9% uptime for shared hosting in each calendar month. Uptime means the server hosting your account is reachable over the network and its web server is responding. 99.9% allows for about 43 minutes of downtime in a 30-day month.
2. Service credits
If we miss that commitment in a given month, you can claim a credit against that month's hosting fee for the affected service:
| Monthly uptime | Approx. downtime | Credit |
|---|---|---|
| 99.9% or higher | up to 43 minutes | none (commitment met) |
| 99.0% to 99.89% | 44 minutes to 7 hours | 10% of the monthly fee |
| 95.0% to 98.99% | 7 to 36 hours | 25% of the monthly fee |
| below 95.0% | more than 36 hours | 100% of the monthly fee |
For annual plans, the monthly fee is the annual price divided by twelve. Credits are applied to your NexaraHost account and used against future invoices. They are not paid out as cash. The most you can be credited for any month is that month's fee for the affected service. Service credits are your sole remedy for downtime.
3. What doesn't count as downtime
- Scheduled maintenance that we announce at least 24 hours ahead, and brief emergency maintenance needed to fix an urgent security or stability problem;
- problems caused by your own website, such as code errors, plugin conflicts, exceeded plan limits, or misconfiguration;
- suspensions under our Terms of Service or Acceptable Use Policy, including for non-payment;
- denial-of-service attacks and other malicious third-party activity;
- problems outside our network, such as your internet connection, your domain registrar, DNS hosted elsewhere, or an expired domain;
- individual features (such as email delivery to a particular provider, FTP, or the control panel) being unavailable while your website itself is up;
- events beyond our reasonable control, including natural disasters, power or internet backbone failures, and government action.
4. How to claim
Open a support ticket or email support@nexarahost.com within 7 days of the incident, with the affected domain and the approximate dates and times. We will check the claim against our monitoring records and reply within 5 business days. Your account must be paid up to date to receive a credit.
5. Support response
We aim to respond to every support request within one business day, and we handle outages and other service-affecting problems first. Our servers are monitored around the clock. Response-time targets are goals, not guarantees, and do not carry service credits.