Service Level Agreement

SLA Overview

This Service Level Agreement ("SLA") describes the levels of service that EGPHP commits to provide to its customers for all paid hosting services. This SLA forms part of our Terms of Service.

We understand that your online presence is critical to your business. That's why we guarantee 99.9% network uptime for all our hosting infrastructure, backed by a transparent compensation policy.

Services Covered

This SLA applies to the following EGPHP services:

Uptime Commitment

EGPHP guarantees 99.9% monthly uptime for network availability. This translates to a maximum of approximately 43 minutes of unplanned downtime per month.

We measure uptime from our network monitoring systems and data center infrastructure. The 99.9% guarantee covers:

• Network connectivity and routing
• Server hardware availability
• Core infrastructure services (DNS, load balancers)
• Power and cooling systems

Service Credit Compensation

If we fail to meet our uptime guarantee, you may be eligible for service credits as outlined below:

Exclusions

This SLA does not apply to downtime caused by:

• Scheduled Maintenance: Pre-announced maintenance windows (we provide at least 24 hours notice)
• Customer Actions: Issues caused by customer code, configurations, or third-party software
• Force Majeure: Natural disasters, war, government actions, or other events beyond our control
• DDoS Attacks: Distributed denial of service attacks targeting your specific services
• Domain/DNS Issues: Problems with domain registration or external DNS providers
• Account Suspension: Downtime due to violation of our terms of service
• Beta Services: Any service explicitly labeled as beta or experimental

The commitments at a glance

Each commitment in this agreement, with what is measured, what is covered and what is not. The table restates the terms above and adds nothing to them.

What happens when something goes down

The five stages of an incident, from the first alert to the report, as this agreement and our site describe them.

1. 1

   Detect

   Real-time monitoring with automated alerting watches the network around the clock. Separately, our public status page checks every service every five minutes and shows two failed checks in a row as an incident.

   Open the status page
2. 2

   Acknowledge

   The alert reaches the team the moment a check fails, and urgent server issues are handled first, seven days a week, in support hours.

3. 3

   Mitigate

   The network is built with multiple upstream providers and redundant routing, advanced DDoS mitigation at the network edge, and servers with RAID storage and ECC memory.

4. 4

   Resolve

   Service is restored. The minutes it was down count in the month's uptime calculation, unless an exclusion applies.

5. 5

   Report

   You can ask for a service credit by email within 30 days, and we reply within 5 business days. On plans that include it, a written post-mortem follows.

   See managed servers

Requesting Credits

To request a service credit:

1. Email m@egphp.com with subject "SLA Credit Request"
2. Include your account details and the date/time of the outage
3. Describe the impact on your services
4. Submit within 30 days of the incident

We will review your request and respond within 5 business days. If approved, credits will be applied to your next billing cycle.

Our Infrastructure Commitment

To maintain our SLA, we invest in:

• Redundant Network: Multiple upstream providers and redundant routing
• Enterprise Hardware: High-quality servers with RAID storage and ECC memory
• Monitoring around the clock: automated checks every five minutes, with alerts
• DDoS Protection: Advanced mitigation at the network edge
• Regular Backups: Automated backup systems for disaster recovery
• Support in eight languages: by email or the contact form, seven days a week, with replies written with the help of AI