Service Level Agreement
Last updated: August 25, 2026
This Service Level Agreement (the “SLA”) is part of the agreement between you (the “Client” or “you”) and Solution Hippo, LLC (“SolutionHippo,” “we,” “us,” or “our”), and is incorporated into our Terms of Service (the “Terms”). Terms not defined here have the meaning given in the Terms. The service credit described below is your sole and exclusive remedy for any failure to meet the uptime commitment in this SLA. If there is any conflict between the Terms and this SLA on how a service credit is calculated, this SLA controls.
1. Our Uptime Commitment
We commit to a Monthly Uptime Percentage for the Covered Services that depends on your plan: at least 99.5% on Managed WordPress plans, at least 99.5% on Store (WooCommerce) plans, at least 99.9% on Dedicated plans, and at least 99.99% on Enterprise plans. The figure for your plan is your “Uptime Commitment.” Every plan carries a written commitment; it is not a benefit reserved for our most expensive tier. Dedicated and Enterprise plans additionally receive higher-touch, priority handling.
Production sites only. This uptime commitment applies to your live, production website(s) on a paid plan. Any staging, development, or other non-production environment is provided only on request and on a temporary basis for a specific piece of work; it is non-production and provided “as is,” carries no uptime commitment and no Service Credit, and may be refreshed or removed once the work it was created for is complete. It is not a standing or permanent copy of your site, is not intended for live traffic, and must not be relied on as your only copy of anything.
2. Definitions
- “Covered Services” means the parts of our hosting platform that must be operational for your website to respond to requests over HTTP/HTTPS. They do not include your DNS, your own code, plugins, themes, or customizations, third-party services you connect to your site, our control panel or dashboard, our support system, email delivery, or SSH/SFTP/database access.
- “Billing Month” means a calendar month during which we provide the Services to you.
- “Downtime” means the minutes during a Billing Month in which the Covered Services for your site are unavailable, as measured by our monitoring described in Section 3, excluding any period listed in Section 4.
- “Monthly Uptime Percentage” means, for a Billing Month, the total minutes in that month minus Downtime, divided by the total minutes in that month, expressed as a percentage.
- “Service Credit” means a credit, calculated under Section 5, applied against a future invoice.
3. How We Measure Uptime
We measure availability using our own continuous monitoring, which checks the Covered Services at regular intervals from outside the hosting network. The Covered Services are treated as down when our monitoring records that they are not responding, confirmed across consecutive checks so that a single transient blip is not counted. Downtime is measured in whole minutes and is calculated per site. Our monitoring records are the authoritative source for measuring uptime and evaluating any Service Credit request; we will share the relevant records with you when we assess a claim.
4. What Does Not Count as Downtime
To keep the commitment measurable and fair, the following are not counted as Downtime against your plan’s Uptime Commitment:
- Scheduled maintenance for which we give reasonable advance notice, and brief emergency maintenance we must perform to protect the security or integrity of the platform.
- Events beyond our reasonable control (force majeure), including outages at upstream network, cloud, or infrastructure providers.
- Downtime caused by your own code, plugins, themes, customizations, DNS configuration, or third-party services you connect to your site; by your exceeding your plan’s resources; or by changes you or someone acting for you make.
- Periods during which we are actively mitigating a denial-of-service attack or other security event affecting your site.
- Suspension or termination of your account under the Terms, and any period in which your account is past due.
5. Service Credits
If your Monthly Uptime Percentage for a Billing Month falls below the Uptime Commitment for your plan, you are entitled to a Service Credit for that month. The credit is pro-rated to the qualifying Downtime and calculated as:
Service Credit = (qualifying Downtime minutes ÷ total minutes in the Billing Month) × your plan fee for that Billing Month.
In other words, you get back the same share of the month’s fee as the share of the month your site was down. For example, on a Managed WordPress plan in a 30-day month (43,200 minutes), five hours (300 minutes) of qualifying Downtime is about 0.69% of the month. That leaves the month at about 99.31%, below the 99.5% commitment, so the credit is about 0.69% of that month’s plan fee. The table shows, for each plan, how much Downtime a 30-day month allows before a credit is due:
| Plan and Uptime Commitment | Approx. Downtime allowed (30-day month) | Service Credit once that is exceeded |
|---|---|---|
| Managed WordPress: 99.5% | Up to ~3h 36m | Pro-rated to the qualifying Downtime |
| Store (WooCommerce): 99.5% | Up to ~3h 36m | Pro-rated to the qualifying Downtime |
| Dedicated: 99.9% | Up to ~43m | Pro-rated to the qualifying Downtime |
| Enterprise: 99.99% | Up to ~4m | Pro-rated to the qualifying Downtime |
Service Credits are applied to a future invoice, are not paid out in cash, have no cash value, and are capped at 100% of your plan fee for the affected Billing Month. They are the sole and exclusive remedy for any failure to meet the uptime commitment. Credits are calculated on your recurring plan fee and do not apply to one-time fees, overages, or amounts we pay to third parties on your behalf.
6. How to Request a Credit
To request a Service Credit, contact us through your SolutionHippo dashboard, or email support@solutionhippo.com, within thirty (30) days after the end of the Billing Month in which the Downtime occurred. Please include the affected site and the approximate dates and times you experienced the outage. We will compare your request against our monitoring records and apply any credit due to your next invoice. Requests made after the 30-day window may not be honored. You must be current on all amounts owed to be eligible for a credit.
7. Maintenance
We perform routine maintenance to keep the platform fast and secure. Where maintenance is likely to affect availability, we aim to schedule it during low-traffic windows and to give reasonable advance notice. From time to time we may need to perform emergency maintenance without advance notice to protect the security or stability of the platform; we keep any such work as brief as possible.
8. Changes and Contact
We may update this SLA from time to time; we will post the revised version here and update the date at the top, and your continued use of the Services after a change takes effect means you accept it. This SLA is governed by the same law and dispute-resolution terms as the Terms. Questions about this SLA or about a credit can be sent to support@solutionhippo.com or raised through your SolutionHippo dashboard. This SLA should be read together with our Terms of Service and Refund & Cancellation Policy.