Operational targets for uptime, maintenance, and response handling
This page describes the service targets Tryb4Host works toward for active hosting services, along with the exclusions and review process that apply to availability incidents.
1. Availability targets
- Shared hosting and standard managed workloads are operated toward a monthly availability target of 99.9%.
- Higher-complexity routed or offshore-aware deployments may follow service-specific targets agreed during onboarding.
- Domain registration and DNS propagation timing can depend on registry, resolver, and upstream factors outside direct SLA timing control.
2. Support acknowledgement targets
- Critical service-impact incidents: target acknowledgement within 2 hours.
- Billing, renewal, and provisioning questions: target acknowledgement within 1 business day.
- Routine information requests or non-urgent advisory questions: target acknowledgement within 2 business days.
3. Planned maintenance and exclusions
Availability calculations exclude scheduled maintenance, upstream registry issues, registrar delays, abuse mitigation actions, force majeure, and customer-caused incidents.
- Emergency maintenance may occur without long notice when security or infrastructure stability requires it.
- Routing changes performed to reduce risk or restore service continuity are treated as operational mitigation, not SLA breach by default.
- Customer application bugs, unsupported custom code, and external service dependencies are outside platform uptime review.
4. Credit review
Where a hosting service materially misses its target and no exclusion applies, a customer may request an account credit review within 7 days of the incident window.
SLA review results, if any, are generally applied as future service credit rather than automatic cash refund, unless a separate written agreement says otherwise.
- Requests should include timestamps, affected hostname or account, and observed impact.
- We may compare the report against platform records, upstream notices, and internal incident data.
- Credit review is unavailable for services suspended for abuse, fraud, or unpaid balances.