GrafixHost

SLA — Service Level Agreement

Last updated: 2026-05-08

This Service Level Agreement ("SLA") defines the guaranteed levels of service from GrafixHost and the compensation in case of breach. The SLA applies automatically to all paid plans, no separate contract required.

1. Uptime Guarantee

GrafixHost guarantees 99.9% monthly uptime for Shared and WordPress hosting (≤ 43 minutes downtime per month). For VPS — 99.95% (≤ 22 minutes). For VPS Premium and Reseller — 99.99% (≤ 4.4 minutes). Actual measured uptime for 2025: 99.99% across all plans.

2. Support Response Times

Critical (site down): first response under 30 minutes 24/7. High (degraded performance): under 2 hours during business hours, 4 hours outside. Normal (general questions): under 8 hours during business hours. Priority for Premium and Enterprise plans: 0.5× of the above.

3. Compensation for Breach

On downtime above the limit: 5% credit per 30 minutes over-limit, up to a maximum of 100% of the monthly fee. Credit is auto-applied to the next invoice. Alternatively — refund on request within 30 days of incident.

4. Monitoring and Reporting

Uptime is measured from 5 independent monitoring points in Europe (Pingdom + UptimeRobot + Better Stack). Public status page at status.grafixhost.bg. Monthly SLA reports sent to Premium customers on the 1st of each month.

5. Exclusions

SLA does not cover: scheduled maintenance (announced 7 days in advance, max 4 hours/month), force majeure (war, acts of terror, mandated government acts), DDoS attacks exceeding 100 Gbps, issues from user error or AUP violation, customer-side DNS issues.

6. Claiming Compensation

Credit is auto-applied for detected incidents. For missed incidents — request via the client panel within 30 days. Requires incident timestamp + impact on the site. Resolution within 7 business days.