Lightspeed Hosting 99.95% Uptime Guarantee
Lightspeed Hosting (“we,” “us,” or “our”) provides a 99.95% uptime guarantee for our Web Hosting and Cloud Virtual Server (“CVS”) services. Collectively, these commitments are referred to as the “SLA.” This SLA supplements the Lightspeed Hosting Terms and Conditions (“Terms”), which you accepted as part of becoming a Lightspeed Hosting customer and which are incorporated herein by reference.
Scope of Uptime Guarantee
Our 99.95% uptime guarantee applies separately to each deployed Web Hosting or CVS instance. This guarantee does not cover the availability of Lightspeed Hosting’s corporate website or management portals.
In simpler terms:
We stand behind the reliability of our infrastructure. If your specific hosting service goes offline due to reasons covered by this SLA, you’re entitled to a credit for that service.
Network Performance and Packet Loss
While we proactively monitor our internal network for latency and packet loss, we do not constantly track every customer’s individual connection metrics. If you or Lightspeed Hosting detect that one of your services is experiencing packet loss in excess of 1% (“Excess Packet Loss”) between your CVS/website and our border routers, you must notify us by opening a support ticket. Upon receiving such notice, we will take all necessary steps to identify the source of the Excess Packet Loss.
In simpler terms:
Our internal network aims for zero packet loss. If you notice packet loss attributable to our own network or our immediate upstream providers, let us know. However, if the issue occurs within a third-party provider’s network beyond our control, the SLA does not apply.
SLA Limitations
- Service-Level vs. Software-Level Outages
- This SLA covers only network and host availability under normal operating conditions. It does not extend to problems arising from software-related issues on your hosting account (e.g., operating system, website scripts, content management systems, custom configurations).
- Exclusions
- Downtime resulting from denial-of-service attacks, improper server configurations, or any suspension or halting of your service (whether initiated by you or by us for legitimate reasons) does not qualify for this uptime guarantee.
- Scheduled maintenance windows, provided that you receive at least 24 hours’ notice, are not covered by this guarantee. Additionally, if an urgent patch or update must be applied, as long as the associated disruption does not exceed 10 minutes, it will not be counted as downtime.
- Single Outage Classification
- Multiple issues stemming from the same underlying cause (e.g., a hardware failure that also interrupts network connectivity) will be counted as a single outage event for the purpose of determining credits.
In simpler terms:
Our SLA pertains to Lightspeed Hosting’s infrastructure. We aren’t liable for outages caused by software you install or misconfigure, or for short periods of scheduled or emergency maintenance.
Credits for Outages
To request a credit for an outage, you must open a support ticket and specifically ask for an SLA credit. Simply notifying us of downtime does not automatically qualify you for compensation. Once we verify that an eligible outage has occurred, we will apply credits in accordance with the following schedule:
| Outage Duration | Credit (% of Monthly Fee) |
|---|---|
|
Less than 9 minutes |
Content |
|
10 – 59 minutes |
3% |
|
60 – 119 minutes |
7% |
|
120 – 239 minutes |
17% |
|
240 – 419 minutes |
33% |
|
420+ minutes |
93% |
How to Obtain Your Credit
- Open a Support Ticket:
- You must initiate a support ticket (via our customer portal or by emailing our support team) to document the outage.
- Your support ticket must explicitly request a credit.
- Verification:
- The timestamp of the support ticket will serve as the start time of the outage, unless we were already aware of the issue and had notified you.
- If we confirm that the outage is covered by this SLA, we will issue the appropriate credit.
Important: If the outage stems from events outside Lightspeed Hosting’s control (e.g., issues on your software stack, your own configurations, or third-party provider disruptions), you will not be eligible for a credit.
Additional Terms
All other exclusions, disclaimers, and provisions detailed in the Lightspeed Hosting Terms and Conditions apply to this SLA. If any part of this SLA conflicts with the Terms, the Terms will govern to the extent of the inconsistency.
In simpler terms:
Please remember to request your credit if you believe an SLA-eligible outage has occurred. You must open a ticket and ask for a credit. We aim to keep you online 99.95% of the time, but there are limitations outside our control.
Last Updated: 1 Jan 2025
