Service Level Agreement

Our job at Mad Hosting is to make sure your hosting is taken care of. When, for whatever reason, we fail, we risk losing our customers, ratings, and your support. That's why we created this SLA, you, as a customer, can be assured that when our services go offline, you will be compensated.
(Last Updated: 8/28/2021)

Services

We promise our customers a 99% uptime in case your service may go offline due to any issue.
If any of our services are down for longer than 60 minutes, the affected service will be covered by our SLA.

Distributed Denial of Service Attack (DDoS/DoS): We guarantee DDoS protection on all of our services which are applicable. If we are not able to mitigate an attack, the affected service will be covered by our SLA.


Non-Applicable Circumstances:

    In any scenario listed below, our SLA will not apply under these circumstances:

  • Issues out of our control.
  • Interruptions/Downtimes caused by a client/customer.
  • Planned Downtimes.
  • Software Errors/Failures.

Non-Compliance Claims

In the event of non-compliance, the client will be compensated as per the terms below.

  • For every 4 hours of down time, the customer will receive an extra 24 hours.
  • To receive the compensation of the down time of your service, clients must create a ticket from the account they purchased the server from.
  • If any SLA claims seem to be fraud, we have the right to reject it.
  • We have the right to deny SLA claims if we seem the customer tried to cause a service disruption.
  • SLA is only applicable to paid clients of Mad Hosting.

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