Service Level Agreement (SLA)
Last Updated: October 15, 2025
1. Service Uptime Commitment
Purpify Host guarantees a 99.9% network and server uptime for all hosting services. This uptime is calculated on a monthly basis.
Uptime Calculation
Uptime is measured based on server-side availability. Scheduled maintenance and DDoS attacks are excluded from uptime calculations.
2. Support Response Times
We offer different response times based on the priority of the issue:
Priority Levels
- Critical (Complete Service Outage): 1 hour response time
- High (Major Impact on Service): 4 hour response time
- Medium (Minor Service Impact): 12 hour response time
- Low (General Questions): 24 hour response time
Response times are measured during business hours (10:00 AM - 5:00 PM Gmt+1, Monday - Friday, excluding public holidays).
3. Server Backups
Purpify Host performs regular backups according to the following schedule:
- User Data Backups
While we take every precaution, we recommend maintaining your own backups of critical data.
4. Scheduled Maintenance
Regular maintenance is essential for optimal performance. We provide advance notice for all scheduled maintenance:
- Non-emergency maintenance: 72 hours notice
- Emergency maintenance: As much notice as possible (typically 2-4 hours)
- Maintenance window: Scheduled during off-peak hours (2:00 AM - 6:00 AM CET)
5. Service Credits
If we fail to meet our uptime guarantee, customers may be eligible for service credits:
| Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.8% | 5% of monthly fee |
| 98.0% - 98.9% | 10% of monthly fee |
| 95.0% - 97.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits are applied to future invoices and are capped at 50% of the monthly service fee.
6. Exclusions
The following are excluded from our SLA calculations:
- DDoS attacks or other malicious activities
- Issues caused by customer's own software or configurations
- Force majeure events (natural disasters, acts of war, etc.)
- Scheduled maintenance windows
- Issues related to third-party services
7. Claiming Service Credits
To claim service credits, please contact our support team within 30 days of the incident. Claims should include:
- Date and time of the incident
- Description of the issue
- Any relevant logs or error messages
8. Changes to This SLA
We may update this SLA from time to time. Customers will be notified of any changes at least 30 days in advance.
9. Contact Us
For SLA-related inquiries, please contact us at support@purpify.host