Service Level Agreement
Last updated: March 15, 2026
1. Uptime Commitment
NoobHost commits to a 99.9% monthly uptime for all paid hosting services, measured as the percentage of time the service is available in a given calendar month.
Uptime is calculated as: (total minutes − downtime minutes) / total minutes × 100
2. Downtime Definition
Downtime is defined as any period where your service is unreachable due to:
- Server hardware failure
- Network connectivity loss within our infrastructure
- Software failures in NoobHost-managed services
- Failed provisioning or deployment due to our systems
Downtime is measured from when we detect or are notified of the issue until service is restored.
3. Service Credits
If we fail to meet the 99.9% uptime commitment, you may request service credits:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| 90.0% – 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
Credits must be requested within 30 days of the downtime event via our contact form or by emailing billing@noobhost.com. Credits are applied to your next billing cycle and do not exceed your monthly fee.
4. Exclusions
This SLA does not apply to downtime caused by:
- Scheduled maintenance (announced at least 48 hours in advance)
- Customer actions (misconfigurations, resource exhaustion, code errors)
- Force majeure events (natural disasters, war, government actions)
- Third-party service outages beyond our control (upstream providers, DNS registrars)
- DDoS attacks that exceed our mitigation capacity
- Violations of our Terms of Service or Acceptable Use Policy
- Free or trial services
5. Maintenance Windows
- Scheduled maintenance is performed during low-traffic hours when possible
- We provide at least 48 hours notice for planned maintenance via email
- Emergency maintenance may be performed without notice when critical security patches are required
- We aim to keep maintenance windows under 30 minutes
6. Monitoring and Reporting
Service availability is continuously monitored. Real-time and historical status is published at status.noobhost.com.
7. Support Response Times
| Severity | Description | Response Target |
|---|---|---|
| Critical | Service completely down | 1 hour |
| High | Major feature impaired | 4 hours |
| Medium | Minor issue, workaround available | 12 hours |
| Low | General question | 24 hours |
8. Changes
We may update this SLA from time to time. Changes will be communicated via email at least 30 days before taking effect. The most current version is always available at this URL.