Provider: Sawyglobe LLC ("Hostkeplo") Applies to: paid hosting and managed server Plans Last updated: June 22, 2026 · Version: 1.0
This SLA forms part of the Terms of Service. Capitalised terms have the meaning given in the Terms.
1. Uptime commitment
Hostkeplo targets 99.9% monthly availability for the Services ("Uptime Commitment"). This equates to a maximum of approximately 43 minutes of unplanned downtime per 30-day month.
2. Definitions
- Downtime — a period in which the Service is wholly unavailable to the Customer, measured by our monitoring systems, excluding the events in Section 4.
- Monthly Uptime % —
(total minutes in month − Downtime minutes) ÷ total minutes in month × 100. - Monitoring — Hostkeplo's monitoring is the authoritative measurement, supplemented by reasonable Customer evidence.
3. Measurement
Availability is measured per calendar month from external monitoring of the core service (web/HTTP and control panel reachability). Brief, automatically-recovered interruptions of under 1 minute are not counted as Downtime.
4. Exclusions
The Uptime Commitment does not apply to unavailability caused by: 1. Scheduled maintenance (Section 6) or emergency maintenance with notice where practical; 2. Force majeure or failures of upstream providers/data-center operators beyond our reasonable control; 3. Customer actions or configurations, Customer software/applications, or exceeding Plan resource limits; 4. Suspension or termination under the Terms (e.g. AUP violation or non-payment); 5. DDoS or other malicious third-party attacks, to the extent not reasonably mitigable; 6. Issues with Customer's own network, devices, DNS changes, or third-party services.
5. Service credits
If the Monthly Uptime % falls below the Commitment, you may request a service credit applied to a future invoice:
| Monthly Uptime % | Service credit (% of that month's fee for the affected Service) |
|---|---|
| 99.0% – 99.89% | 10% |
| 95.0% – 98.99% | 25% |
| 90.0% – 94.99% | 50% |
| below 90.0% | 100% |
5.1 Credits are the sole and exclusive remedy for failure to meet the Uptime Commitment. 5.2 Credits do not apply to one-time fees, domains, or third-party charges, and may not exceed that month's fee for the affected Service. 5.3 Credits have no cash value and are not refundable as cash.
6. Maintenance windows
6.1 Scheduled maintenance is performed where possible within a low-traffic window of Sunday 02:00–06:00 CET, with at least 48 hours notice by email or status page. 6.2 Emergency maintenance (e.g. critical security patching) may occur at any time; we give as much notice as is reasonable.
7. Support and response targets
Support is provided in English via email at hello@hostkeplo.com and the control panel. Target first response times (business hours, 09:00–17:00 CET, Mon–Fri, unless stated):
| Severity | Description | Start | Base | Pro / Managed VPS |
|---|---|---|---|---|
| Critical (service down) | Site/server unavailable | 8h | 4h | 1h |
| High (major degradation) | Significant impairment | 1 business day | 8h | 4h |
| Normal (general request) | Questions, minor issues | 2 business days | 1 business day | 8h |
Response targets are goals, not guarantees, and are separate from the Uptime Commitment.
8. Backups
8.1 Hostkeplo performs daily backups with retention of 7 days as a service feature. 8.2 Restores from backup are provided on request; one restore per month is included on Base/Pro, additional restores may incur a fee. 8.3 Backups are best-effort; the Customer remains responsible for maintaining independent copies of critical data.
9. Claiming a credit
To claim, email hello@hostkeplo.com within 30 days of the end of the affected month, including: affected Service/domain, dates and times of Downtime, and any supporting evidence. We will validate against our monitoring and apply approved credits to a future invoice.
10. Changes
We may update this SLA with at least 30 days' notice; changes take effect from the next billing period.