Service Level Agreement

Version 1.0.1Effective Aug 18, 2025Updated Nov 29, 20252 min read

Beacon Hosting Service Level Agreement (SLA)

Effective Date: 3 June 2025

This Service Level Agreement ("SLA") outlines Beacon Hosting's commitment to service availability, support responsiveness, and compensation for downtime.

1. Service Availability

  • Monthly Uptime Guarantee: 99.9%
  • Excludes scheduled and emergency maintenance.

2. Scheduled Maintenance

  • Customers will be notified at least 48 hours in advance.
  • Maintenance typically occurs during off‑peak hours.

3. Support Response Times

Initial response times for support tickets:

  • Critical Issues (service outages, security breaches): within 2 hours.
  • Non‑Critical Issues (general support, configuration): within 6 hours.

4. Downtime and Compensation

If monthly uptime falls below the guarantee:

  • Below 99.9%: 10% monthly fee credit.
  • Below 99.5%: 20% monthly fee credit.
  • Below 99%: 50% monthly fee credit.

Important

To claim a credit, customers must submit a request within 30 days of the downtime.

5. Exclusions

This SLA does not cover downtime caused by:

  • Customer misuse or misconfiguration.
  • Third‑party outages outside Beacon Hosting's control.
  • Force majeure events (natural disasters, war, governmental actions).

6. Dedicated IP Provisioning

  • Delivery Commitment: Upon purchase or request, Beacon Hosting shall allocate and deliver a dedicated IP address to the Customer within 72 hours.
  • Scope: This commitment applies to all hosting or server services where dedicated IPs are offered as part of the service plan.
  • Customer Responsibilities: The Customer must provide all necessary account details and complete any required verification or configuration steps requested by Beacon Hosting to enable IP allocation.
  • Remedies for Delay: If Beacon Hosting fails to deliver the dedicated IP within the 72-hour period, the Customer is entitled to a credit or remedy as specified in Section 4 of this SLA.
  • Exceptions: This SLA commitment does not apply in cases of force majeure, technical issues outside Beacon Hosting’s control, or delays caused by incomplete or inaccurate information provided by the Customer.

Contact Information

For questions regarding this SLA:

All legal documentsPrivacy PolicyContact support