Service Level Agreement
Last updated: July 9, 2026
This Service Level Agreement ("SLA") describes the availability target Candor Host aims for, how uptime is measured, and what happens if we miss the target. It is incorporated into our Terms of Service by reference.
Uptime commitment
We commit to 99.9% monthly uptime for the hosting service.
99.9% is 43 minutes and 12 seconds of allowed downtime in a 30-day month. Anything beyond that qualifies for a service credit, calculated below.
What counts as downtime
Downtime is any minute during which:
- Your hosted site returns a 5xx HTTP status code to a properly-authenticated request from the public internet, or
- The Candor Host client portal is unreachable, or
- The Candor Host mail relay is unable to accept mail for delivery.
Downtime is measured from external monitoring points using health checks that we operate and third-party monitors we may reference. We aggregate monthly downtime per service.
What does not count as downtime
- Scheduled maintenance announced at least 48 hours in advance on our status page or by email.
- Emergency maintenance to address security or stability issues.
- Downtime caused by your own site's application errors, misconfigurations, plugin conflicts, or resource-limit hits within your plan.
- Downtime caused by DNS providers or registrars we do not operate.
- Downtime caused by upstream network events outside our reasonable control (major internet route failures, upstream provider outages beyond a reasonable duration).
- Downtime caused by force majeure events (see Section 13 of the Terms of Service).
- Downtime during the first 30 days of a new customer account, during migration, or on services in "beta" or "preview" status.
- Downtime affecting services or add-ons excluded from the SLA in writing.
Service credits
If we miss the 99.9% target in a calendar month, we will issue a service credit against your next invoice:
| Monthly uptime | Service credit (% of monthly fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| 90.0% – 95.0% | 50% |
| Less than 90.0% | 100% |
Service credits are the sole and exclusive remedy for downtime under this SLA and the Terms of Service.
How to claim a credit
To claim a service credit, email hello@candorhost.com within 30 days of the end of the affected month. Include:
- Your account number.
- The month for which you are claiming.
- Your best estimate of the downtime you experienced.
We will review our monitoring data and confirm the credit, typically within 5 business days.
Beta features and add-ons
Beta features and add-ons excluded in writing are not covered by this SLA.
Changes
We may update this SLA from time to time. Material changes take effect at your next renewal. The version in effect when a claim is submitted is the version we apply.
Contact
Questions about the SLA or credit claims: hello@candorhost.com.