TPC Hosting guarantees 99.9% monthly uptime for all hosting services. This article explains what is covered, what is excluded, and how to claim a credit if the guarantee is not met.
What does 99.9% uptime mean?
99.9% monthly uptime allows for a maximum of approximately 44 minutes of downtime per month. Uptime is calculated as:
(total minutes in month − downtime minutes) ÷ total minutes in month × 100
What counts as downtime?
Downtime is when your service is completely inaccessible due to an issue on TPC Hosting's infrastructure.
What is excluded from the SLA?
The following are not counted as downtime for SLA purposes:
- Announced maintenance windows
- Force majeure events (natural disasters, war, widespread internet outages)
- Downtime caused by your own actions — misconfigurations, application errors, or resource exhaustion caused by your software
- Downtime of third-party services not operated by TPC Hosting
How to claim a credit
If monthly uptime falls below 99.9%, you are entitled to a pro-rated credit for the downtime exceeding the threshold.
- Submit a credit request within 30 days of the incident via the contact page.
- Include the affected service, the date and time of the downtime, and any incident reference if available.
- TPC Hosting will verify the incident against our monitoring logs and apply the credit to your next invoice.
Credit limits
Credits are capped at 100% of one month's fee for the affected service per billing period. Service credits are the sole remedy for SLA breaches — they are not in addition to any other compensation.
Incident response times
For managed services (shared hosting and managed VPS), TPC Hosting commits to the following response times:
- Critical incidents (service down, data loss risk, security breach): 1 hour during office hours, 4 hours outside office hours
- Non-critical incidents (degraded performance): 4 hours during office hours, next business day outside office hours
