Service Level Agreement

Last Updated: March 15, 2026

This Service Level Agreement (SLA) outlines the performance guarantees and commitments HostForge Australia makes to our customers regarding uptime, support response times, and service reliability.

1. Company Information

HostForge Australia is a sister concern of:

Cyvera Pty Ltd

ABN: 37 694 677 926

Registered Office: G3/62 Didsbury St, East Brisbane, QLD 4169

Email: sla@hostforge.com.au

2. Uptime Guarantee

99.9%

Network and Infrastructure Uptime Guarantee

HostForge guarantees that our network and hosting infrastructure will be available 99.9% of the time in any calendar month. This guarantee applies to all hosting plans and includes web server availability, network connectivity, and essential services.

Uptime Calculation: Uptime is calculated as (Total minutes in month - Downtime minutes) / Total minutes in month × 100%. Excludes scheduled maintenance.

3. Uptime by Service Tier

Service Type Guaranteed Uptime Monthly Allowable Downtime
Shared Hosting 99.9% ~43 minutes
WordPress Hosting 99.9% ~43 minutes
Business Hosting 99.95% ~22 minutes
Developer Hosting 99.95% ~22 minutes
Premium Enterprise 99.99% ~4 minutes

4. Service Credits

If we fail to meet our uptime guarantee, you may be eligible for service credits as outlined below:

Uptime Percentage Credit Amount Credit Type
99.0% - 99.8% 10% credit Of monthly service fee
98.0% - 98.9% 25% credit Of monthly service fee
95.0% - 97.9% 50% credit Of monthly service fee
Below 95.0% 100% credit One full month free
Credit Calculation: Credits are based on the monthly service fee for the affected service only. Credits cannot exceed 100% of your monthly fee and are applied to future invoices.

5. How to Claim Service Credits

To claim service credits under this SLA:

  1. Submit a claim via email to sla@hostforge.com.au within 7 days of the downtime event
  2. Include your account details, dates/times of downtime, and any relevant information
  3. Our team will verify the downtime and calculate applicable credits
  4. Credits will be applied to your next invoice within 30 days
Quick Claim

Email our SLA team:

sla@hostforge.com.au

Claims must be submitted within 7 days

Automatic Monitoring: We monitor uptime 24/7. In many cases, we may automatically detect issues and apply credits without you needing to claim.

6. Exclusions from Uptime Guarantee

The uptime guarantee does not apply to downtime caused by:

  • Scheduled Maintenance - Notified at least 48 hours in advance
  • Emergency Maintenance - Critical security updates
  • Customer Actions - Your own code, scripts, or configurations
  • Third-Party Services - External APIs, payment gateways, etc.
  • Force Majeure - Natural disasters, war, civil unrest
  • Network Attacks - DDoS attacks beyond our control
  • Internet Issues - General internet connectivity problems
  • DNS Propagation - Domain resolution delays

7. Support Response Time Guarantee

We guarantee initial response times for support tickets based on priority level:

Priority Level Definition Response Time Support Channels
Emergency Website down, service unavailable 15 minutes Emergency hotline only
High Service degraded, critical function broken 1 hour Phone, ticket, chat
Normal General questions, non-urgent issues 4 hours Ticket, email, chat
Low Feature requests, billing questions 24 hours Email, ticket
24/7 Coverage: Support response guarantees apply 24 hours a day, 7 days a week, 365 days a year.

8. Hardware Replacement Guarantee

Server Hardware

Failed server components will be replaced within:

  • 4 hours - Critical components (CPU, RAM, motherboard)
  • 8 hours - Storage drives (hot-swappable)
  • 24 hours - Non-critical components
Network Equipment

Failed network equipment will be replaced within:

  • 2 hours - Core routers/switches
  • 4 hours - Edge network devices
  • 12 hours - Backup equipment

9. Network Performance Guarantee

We guarantee the following network performance metrics for our Brisbane data center:

< 200ms

Latency within Australia

99.9%

Packet delivery success

1 Gbps

Minimum uplink speed

10. Backup Guarantee

Plan Type Backup Frequency Retention Period Restore Guarantee
Shared Hosting Weekly 4 weeks 24 hours
WordPress Hosting Daily 30 days 12 hours
Business Hosting Daily 30 days 12 hours
Developer Hosting Daily 14 days 24 hours
Important: Backups are provided as a courtesy. You are responsible for maintaining your own off-server backups of critical data.

11. Scheduled Maintenance

We perform regular maintenance to ensure optimal performance and security:

Standard Maintenance
  • Tuesday/Thursday 2am-4am AEST
  • 48 hours advance notice
  • Impact: < 30 minutes
Emergency Maintenance
  • As needed for security
  • Minimum 2 hours notice
  • Critical patches only

Maintenance notices are sent via email and posted in our client area.

12. Service Credits Limitations

  • Maximum total credits in any 12-month period cannot exceed 100% of annual fees
  • Credits are not transferable and cannot be exchanged for cash
  • Only one credit type applies per downtime event
  • Accounts must be in good standing to receive credits
  • No credits for accounts with outstanding balances

13. Reporting and Monitoring

We provide transparency into our service levels:

Monthly Uptime Reports
Available in client area
Status Page
status.hostforge.com.au
Incident Notifications
Email + RSS feed

14. Definitions

Downtime
Period when your service is unavailable due to infrastructure failure, excluding excluded events.
Uptime
Percentage of time services are available during a calendar month.
Service Credit
Credit applied to future invoices as compensation for service level failures.
Scheduled Maintenance
Pre-announced maintenance windows for upgrades and improvements.
Force Majeure
Events beyond our control (natural disasters, war, etc.).

15. Changes to This SLA

We may update this Service Level Agreement from time to time. Changes will be posted on our website and, for material changes, we will notify customers via email. Continued use of our services after changes constitutes acceptance of the updated SLA.

16. Contact Information

For questions about this Service Level Agreement or to submit a claim:

Cyvera Pty Ltd

G3/62 Didsbury St, East Brisbane, QLD 4169

sla@hostforge.com.au

Status Page: status.hostforge.com.au

ABN: 37 694 677 926

Our Commitment to You

We stand behind our services with clear, measurable guarantees and fair compensation when things go wrong.

Last Updated: March 15, 2026

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