Hosting SLA. 99.9% uptime.

WP Tango LLC guarantees a monthly uptime target of 99.9% for paid production web hosting services, subject to the measurement rules and exclusions below. If an eligible service falls below this target, you may claim an account credit under this Service Level Agreement (SLA).

This commitment covers the hosting infrastructure and network we provide to serve your production websites. It does not guarantee uninterrupted service, a particular page speed, search ranking, support response time, or recovery time. Staging environments, free services, trial services and separately supplied email, domain or other third-party products are not covered.

Uptime is calculated for each affected hosting service over a calendar month in UTC. For a service activated or cancelled during the month, only its paid active period is measured.

Uptime (%) = 100 × (eligible minutes − qualifying downtime minutes) ÷ eligible minutes. Eligible minutes are the minutes in the paid active period, less excluded periods. Qualifying downtime is the total non-overlapping time during which the hosting service cannot serve normal HTTP or HTTPS requests because of a failure of covered infrastructure or networking. If there are no eligible minutes, no credit is due.

We assess incidents using our infrastructure records and monitoring, together with relevant evidence you provide. A failed check from one location alone does not establish a platform outage. A single-site failure counts if it is caused by our covered hosting infrastructure, but an application error or a working cached page alone does not establish whether the underlying hosting service is available. Overlapping incidents are counted once.

For context, 99.9% uptime allows approximately 43 minutes and 12 seconds of qualifying downtime in a 30-day month. Monthly length and exclusions affect the actual calculation. Credit tiers use the unrounded uptime result.

SLA rebates are issued as account credits, not cash refunds. The highest applicable tier applies once to the affected hosting service for that month. Tiers are not added together.

Credits are based on the recurring hosting fee actually paid for the affected service and measured period, after discounts. Prepaid fees are divided by the number of months they cover, with partial months prorated. Taxes, domain charges, one-time fees, add-ons and unrelated services are excluded. Multiple websites on one hosting service do not multiply its credit.

Example: if your affected service costs $20 per month and its measured uptime is 98.5%, the credit is 25%, or $5. The maximum total availability credit is 100% of the affected service's paid hosting fee for that measured period. Any other credit issued for the same downtime is deducted to avoid duplicate compensation.

Approved credits apply to future hosting invoices, are non-transferable and have no cash value. They do not refund earlier payments, extend a cancellation period or replace your obligation to pay undisputed invoices.

Only the time directly attributable to an exclusion is removed from the calculation:

• Scheduled maintenance: work announced at least 24 hours in advance, limited to four excluded hours per calendar month. Unannounced maintenance and time beyond that allowance count unless another exclusion applies. Emergency maintenance is not automatically excluded.
• Customer or application issues: your code, plugins, themes, changes, misconfiguration, compromised credentials, deliberate actions, or exceeding your plan's allocated resources where these cause the outage.
• External services outside the covered hosting: domain registration, customer-managed DNS or CDN, email delivery, external APIs, payment gateways, visitor devices and internet connections. Failures of suppliers we use to provide the covered hosting infrastructure are not excluded solely because they are third parties.
• Suspension or requested work: suspension permitted by the Terms of Service, including non-payment or abuse, and downtime you request or agree to for migration, restoration or site changes.
• Events beyond reasonable control: force majeure as defined in the Terms of Service and malicious attacks that exceed commercially reasonable protective measures. Ordinary hardware or software failures are not excluded solely because they are unexpected.

Report an outage promptly so we can investigate. To request an SLA credit, submit a written support ticket through your WP Tango client portal within 30 calendar days after the end of the affected month. If you cannot access the portal, use our contact page within the same deadline.

• Identify your account and affected hosting service or websites.
• Provide incident dates, start and end times in UTC, and a description of the interruption.
• Include available monitoring logs, screenshots, error messages and related support ticket references. Do not send passwords or payment details.
• State that you are requesting an SLA service credit for the affected month.

We will review the request against this policy and provide our decision and calculation in writing. Missing information may need to be supplied before assessment. Approved credits are added to your account after verification. Credits are not automatic. A claim is not rejected merely because you did not detect the incident before our own monitoring did.

This SLA forms part of our Terms of Service. The credit schedule applies to covered paid hosting services without a separate plan-specific SLA. A separately signed agreement may provide different availability commitments.

Service credits are the sole contractual remedy for failure to meet this uptime target, to the extent permitted by applicable law. This does not exclude rights that cannot lawfully be excluded. The general Terms of Service continue to govern other matters. Policy updates apply prospectively and do not reduce credits already earned for earlier measured periods.