Effective Date: October 4, 2025
Last Updated: October 4, 2025
This Service Level Agreement (“SLA”) is a binding agreement between DIGITAL MASTERY LLC (“Hostfier”, “we”, “our”, “us”) and our customers (“you”, “your”) regarding the level of service provided for products and services offered through https://hostfier.com (the “Website”).
This SLA forms part of our Terms of Service and applies to all hosting and digital services provided by Hostfier unless otherwise stated in a separate written contract.
1. Service Commitment
Hostfier is committed to providing reliable, high-quality hosting services. We aim to maintain a Network Uptime Guarantee of 99.9% on a monthly basis.
1.1. Definition of Uptime
“Uptime” means the percentage of time in a calendar month that the Hostfier network is operational and accessible via the Internet, excluding Scheduled Maintenance, Emergency Maintenance, and circumstances beyond our control (see Section 4).
2. Scheduled Maintenance
We may perform Scheduled Maintenance to maintain, update, or improve our network and services.
- Customers will receive at least 24 hours notice via email or control panel announcements for Scheduled Maintenance.
- Scheduled Maintenance will be performed during off-peak hours whenever possible.
3. Service Credits
If we fail to meet the 99.9% uptime guarantee, you may be eligible for service credits, as follows:
| Uptime Percentage (Monthly) | Credit Amount |
|---|---|
| 99.9 % or higher | 0 % |
| 99.0 % – 99.89 % | 10 % of monthly fee |
| 98.0 % – 98.99 % | 25 % of monthly fee |
| Below 98.0 % | 50 % of monthly fee |
3.1. Claim Procedure
- You must submit a credit request within 30 days of the incident by emailing [email protected].
- Your request must include the service affected, downtime details, and relevant logs (if applicable).
- Approved credits will be applied to the next billing cycle.
- Credits do not apply to refunds and have no cash value.
4. Exclusions
The Uptime Guarantee does not apply to downtime caused by:
- Scheduled or Emergency Maintenance
- Events outside Hostfier’s reasonable control (e.g., force majeure, DDoS attacks, network issues beyond our backbone)
- Customer misuse, misconfiguration, or violations of our Terms of Service
- Third-party services or software not controlled by Hostfier
- Suspension or termination of your account in accordance with our policies
5. Technical Support
5.1. Support Channels
- Email: [email protected]
- Contact Form: https://hostfier.com/contact
5.2. Support Response Times
We aim to respond to support requests within:
| Priority Level | Description | Response Time |
|---|---|---|
| Critical | Service outage or major impact | ≤ 1 hour |
| High | Service degradation or significant issue | ≤ 4 hours |
| Normal | General support inquiries | ≤ 24 hours |
6. Customer Responsibilities
To help us maintain service levels, you agree to:
- Provide accurate and current contact information
- Report issues promptly via the proper support channels
- Maintain backups of your data
- Comply with our Terms of Service and Acceptable Use Policy
7. Modifications
Hostfier reserves the right to update or modify this SLA at any time. Changes will be posted on this page with an updated “Last Updated” date. Continued use of our services after any changes constitutes acceptance of the revised SLA.
8. Contact
If you have questions regarding this SLA, please contact:
📧 Email: [email protected]
🌐 Contact Page: https://hostfier.com/contact
📮 Address:
DIGITAL MASTERY LLC
127 N HIGGINS AVE STE 307D #930
MISSOULA, MT 59802, United States
