Service Level Agreement
Last updated:
The commitment
We target 99.9% uptime per service, measured monthly, excluding the events listed below. Live service status is public at redwaterhost.com/status.
How uptime is measured
Downtime is what our own monitoring records: a service is down when our monitoring system (the same one that feeds the public status page) registers consecutive failed checks for at least five minutes. Checks run at one-minute intervals from infrastructure independent of the hosting platform. The monthly uptime percentage for a service is the minutes it was up divided by the total minutes in the month, after exclusions.
What does not count as downtime
- Scheduled maintenance announced at least 48 hours ahead and performed in low-traffic windows
- Emergency security maintenance that cannot reasonably wait, kept as short as possible
- Problems caused by your own applications, code, or configuration
- Suspension or termination under the Terms of Service or Acceptable Use Policy
- DNS propagation delays and failures of services not operated by us
- Events beyond reasonable control (force majeure)
Credits
If a service's monthly uptime falls below the target, request a credit within 30 days of the month's end by opening a ticket from the client area:
| Monthly uptime | Credit (% of that service's monthly fee) |
|---|---|
| 99.0% to below 99.9% | 10% |
| 95.0% to below 99.0% | 25% |
| Below 95% | 100% |
Credits apply to future invoices, cap at 100% of one month's fee for the affected service, have no cash value, and are the exclusive remedy for downtime.
Why we publish this
An uptime promise is only worth something if you can check it yourself. Ours is measured by the same monitoring you can watch at /status, so the number we publish is the number we can be held to.