Service Level Agreement (SLA)

Last Updated: June 06 – 2025

This Service Level Agreement (“SLA”) is an integral part of your contract with GOZEN HOST (“we”, “us”, “our”). It defines the service standards, performance metrics, and remedies available to you (“Customer”, “you”) for our web hosting services. This SLA is designed to provide clarity, transparency, and assurance regarding the reliability and support you can expect from GOZEN HOST.

• This SLA applies to all hosting services provided by GOZEN HOST as specified in your service agreement.
• The SLA covers service availability, support response times, maintenance procedures, security, data backup, and compensation for service failures.

• GOZEN HOST guarantees a 99.9% uptime for all hosting services, calculated on a monthly basis.
• Uptime is defined as the percentage of time your hosted services are accessible over the Internet, excluding scheduled maintenance and force majeure events.
• Downtime is measured from the moment a service interruption is reported via our support channels until service is restored.

• Support Channels: 24/7 support is available via ticket, email, and live chat.
• Response Times:
  • Critical issues (e.g., complete service outage): Initial response within 1 hour
  • High priority (e.g., major degradation): Initial response within 2 hours
  • Standard issues (e.g., minor performance issues): Initial response within 4 hours
  • General inquiries: Response within 12 hours
• Resolution Times: We aim to resolve critical issues within 4 hours of acknowledgment, depending on the complexity and nature of the problem.

• Notification: Customers will be notified at least 48 hours in advance of any scheduled maintenance that may impact service availability
• Maintenance Windows: Scheduled maintenance is typically performed during off-peak hours to minimize disruption.
• Exclusions: Downtime during scheduled maintenance does not count against the uptime guarantee.

• GOZEN HOST implements industry-standard security measures, including firewalls, intrusion detection, SSL/TLS encryption, and regular security audits.
• Customers are responsible for maintaining secure passwords and keeping their applications up to date

• Backups: GOZEN HOST performs daily backups of all hosted data and retains backups for a minimum of 7 days.
• Data Recovery: In the event of data loss caused by a GOZEN HOST system failure, we will restore data from the most recent backup at no additional cost.
• Customer Responsibility: Customers are encouraged to maintain their own backups for added protection.

• If uptime falls below the 99.9% guarantee (excluding scheduled maintenance and force majeure), customers are eligible for service credits as follows:
  • 99.0% – 99.89% uptime: 5% credit of monthly fee
  • 98.0% – 98.99% uptime: 10% credit of monthly fee
  • Below 98.0% uptime: 20% credit of monthly fee
• Claim Process: Claims must be submitted within 30 days of the incident via the customer portal or support ticket. Credits are applied to future invoices and have no cash value.

This SLA does not apply to:

• Downtime caused by factors outside GOZEN HOST’s control (force majeure, ISP failures, DDoS attacks beyond our mitigation capacity).
• Issues resulting from customer actions, software, or configurations.
• Scheduled maintenance with proper notice.
• Beta or trial services.

• GOZEN HOST continuously monitors all critical infrastructure and services to ensure compliance with this SLA.
• Customers may request uptime and performance reports via the customer portal.

• This SLA is reviewed regularly to ensure it remains effective and relevant.
• GOZEN HOST reserves the right to amend this SLA with at least 30 days’ notice to customers.

For SLA-related questions or claims, contact:
Email:support@gozenhost.com
Customer Portal: Client Area
Address: 8 The Green Ste R, Dover, DE 19901

By using GOZEN HOST’s services, you acknowledge and agree to the terms outlined in this Service Level Agreement.