Service Level Agreement
Last updated: 19 August 2026
This Service Level Agreement ("SLA") describes the availability commitment for eligible Services from Orbi Hosting Ltd and the service credits available if we fall short. It forms part of our Terms of Service. This is a starting template — confirm the figures below match the commitment you actually offer before relying on it.
1. Availability commitment
We aim to make eligible Services available 99.9% of the time each calendar month, measured at the network edge of the relevant infrastructure.
2. Exclusions
The commitment does not apply to unavailability caused by:
- Scheduled or emergency maintenance for which we have given reasonable notice where practical.
- Factors outside our reasonable control (including force majeure, upstream network or supplier failures, and denial-of-service attacks).
- Your own applications, configuration, content or equipment, or your breach of the Acceptable Use Policy.
- Suspension or termination in accordance with our terms.
3. Service credits
| Monthly availability | Service credit |
|---|---|
| 99.0% – 99.9% | 10% of the monthly fee for the affected Service |
| 95.0% – 98.99% | 25% of the monthly fee for the affected Service |
| Below 95.0% | 50% of the monthly fee for the affected Service |
Service credits are your sole and exclusive remedy for any availability shortfall.
4. Claiming a credit
To claim, contact [Company Email] within 30 days of the incident with the affected Service and the dates and times of the downtime. Approved credits are applied to a future invoice and are not payable in cash.
5. Contact
Questions about this SLA can be sent to [Company Email].