Bundle Host is committed to providing our clients with a service uptime of 100%, delivering all services professionally and efficiently. This Service Level Agreement applies to all shared hosting clients of Bundle Host. Our internal support team will monitor and measure the service levels provided, and clients can submit a billing ticket to claim SLA credits if needed.

Service Downtime is defined as any unplanned interruption in service availability where the client cannot access services as expected, with the cause confirmed to originate from Bundle Host's systems or network. Downtime is measured as the total duration of unplanned interruptions in service availability within a calendar month. Bundle Host is not liable for outages due to third-party software or hardware failures.

If a service is unreachable for more than 1 hour consecutively, clients are eligible for SLA credits. For each additional hour of downtime beyond the first hour, the client will receive a 1% credit of the affected service's monthly fee, up to a maximum of 100% of the service value.

To claim SLA credits, clients must submit a ticket on our Discord server. Our team will review the claim and confirm eligibility based on the details provided.

While Bundle Host values all clients and strives for transparency, certain exclusions apply to SLA credits. SLA credits or refunds will not be issued for downtime caused by:

• Acts of God: Downtime resulting from extreme weather events or other natural occurrences as defined by law.
• Unlawful activities: Incidents such as DDoS attacks, illegal activities, or service terminations due to the client's actions.
• Client's own internet issues: Outages due to the client's own internet or network unavailability not caused by Bundle Host.
• Resource overuse: Downtime resulting from the client exceeding their allocated resources as per their service plan.
• Fraudulent claims: Claims suspected by Bundle Host to be fraudulent.

Due to the fact that our support team consists of dedicated volunteers, we cannot guarantee a specific response time for ticket inquiries. Our team will do their best to respond as quickly as possible, but please understand that responses may be delayed based on availability. We appreciate your patience and understanding as we work to assist you.