Terms and Conditions — SLA & Uptime
Last updated: May 17, 2026. This Service Level Agreement defines WebGee Ltd.'s financially accountable uptime commitments, credit reimbursement tiers, and claim procedures across our global hosting infrastructure.
Core Commitment
This SLA documents WebGee Ltd.'s availability objectives and service credit framework. It represents a self-assumed obligation toward clients — not additional liability beyond our agreement — and defines financially accountable remedies when commitments are not met.
WebGee guarantees 99.9% availability in any calendar month for standard infrastructure services, subject to exclusions below. Premium Hosting, Premium Reseller, and Turbo Cloud Server plans carry a 99.95% monthly availability target with enhanced credit tiers.
AVAILABILITY_CALCULATION:
Total_Minutes_In_Month - Excluded_Maintenance_Minutes = Net_Operational_Time
Monthly_Availability_% = (Net_Operational_Time - Downtime_Minutes) / Net_Operational_Time × 100Outage Exclusions
Availability calculations exclude outage periods arising from the following categories. These events do not constitute a breach of WebGee's uptime commitment.
Scheduled Maintenance
Pre-announced infrastructure upgrades or system hotfixes orchestrated during off-peak windows.
Client-Side Malfunctions
Network faults caused by third-party scripts, unoptimized client databases, or unauthorized software configurations.
Edge Defense Operations
Service limitations induced by active protection routing during severe DDoS or malicious brute-force containment.
Client Equipment Faults
Outages from client-side equipment, negligence, or issues beyond WebGee's delivery point.
Network Impact Isolation
Disconnection when client equipment degrades shared network performance — notified for remediation without SLA penalty.
Force Majeure
Events outside reasonable control where no WebGee commitment applies under force majeure provisions.
- Outages reported by the client where no fault is observed or confirmed by WebGee.
- Fault periods during which service is suspended under agreement provisions.
- Capacity upgrades requested by the client that result in planned outage windows.
- Performance degradation from denial-of-service or unlawful attacks against the client's network — client-side protection mechanisms are the client's responsibility.
Standard Infrastructure SLA Tiers
When standard services fall below the 99.9% monthly guarantee, account credits apply per the tier schedule below. Credits apply only to the affected service element, not bundled unrelated products.
Standard Infrastructure SLA Tiers
Applies to core shared, VPS, and standard hosting products unless covered by a premium SLA schedule.
| Monthly Availability | Account Credit Reimbursement |
|---|---|
| < 100% and ≥ 99.0% | 5% of total monthly service cost applied as credit |
| < 99.0% and ≥ 98.0% | 10% of total monthly service cost applied as credit |
| < 98.0% and ≥ 95.0% | 25% of total monthly service cost applied as credit |
| < 95.0% and ≥ 90.0% | 50% of total monthly service cost applied as credit |
| < 90.0% | 100% maximum monthly service cost applied as credit |
Claim Procedures
- Payment StatusNo credits apply if any payment for Services is overdue under your agreement.
- Service-Scoped CreditsCredits are calculated on the unavailable service element only (e.g., backup service downtime credits the backup line item, not an entire dedicated server bundle).
- 7-Day NotificationSubmit credit requests in writing to [email protected] within 7 days of the qualifying outage period.
- Sole RemedyService credits under this SLA are the client's sole remedy for non-availability of Services.
To initiate a claim, contact our infrastructure team via the Customer Zone support ticketing system with outage timestamps, affected services, and monitoring evidence where available.