Effective Date: October 1, 2025
BreezeHost ("we," "us," or "our") provides this Service Level Agreement ("SLA") to outline our uptime commitments and the credit remedies available to clients when those commitments are not met. This SLA applies only to direct BreezeHost clients and is subject to the terms below.
1. Uptime Guarantee
BreezeHost guarantees 99.9% monthly network uptime.
This guarantee covers four (4) core service components:
1.1 Global Internet Connectivity
Connectivity from BreezeHost's network to the public Internet.
1.2 Private Network Connectivity
Connectivity across BreezeHost's internal private network, including any backend or intra-facility routing.
1.3 Power Availability
Continuous power to the data center racks housing client servers.
1.4 Client Control Panel Accessibility
Uptime of the BreezeHost client portal.
Note: This covers portal availability only, not function-specific features within the panel.
2. SLA Credit Schedule
If monthly uptime falls below 99.9%, clients are eligible to request credits as outlined below.
| Monthly Uptime | Credit Amount |
|---|---|
| 99.9% and above | 0% |
| 99.8% | 10% |
| 99.7% | 20% |
| 99.6% | 30% |
| 99.5% | 40% |
| 99.4% | 50% |
| 99.3% | 60% |
| 99.2% | 70% |
| 99.1% | 80% |
| 99.0% | 90% |
| Below 99.0% | 100% |
3. SLA Terms & Conditions
3.1 Eligibility
- SLA credits apply only to direct BreezeHost customers.
- Accounts must be in good standing on payments at the time of the outage.
- Accounts with three or more payment delinquencies in the preceding 12 months are ineligible.
- Services suspended or terminated for AUP/TOS violations are ineligible.
3.2 Submission Requirements
- SLA requests must be opened through the Sales or Billing department.
- Claims must be submitted within seven (7) days of the downtime event.
- Claims are calculated based on the duration between the time a ticket is opened and the time the issue is resolved.
- Credits may take up to 15 days to review, approve, and apply.
3.3 Credit Limitations
- SLA credits apply only toward future invoices and have zero cash value.
- Credits are non-transferrable.
- Credits cannot exceed the monthly recurring cost of the affected service.
- Credits cannot be stacked for multiple issues during the same incident (e.g., network + power).
3.4 Exclusions
The following events are not covered under this SLA:
- Issues outside BreezeHost's network, including carrier or upstream outages.
- Scheduled maintenance, with prior notice given.
- Acts of God (weather, natural disaster, etc.).
- Software-related issues, including OS reloads or client-installed software.
- Management or configuration issues related to client software.
- Immediate or unscheduled hardware upgrade requests.
- Hardware issues prior to official diagnosis by a BreezeHost technician.
3.5 Hardware SLA Clarification
- Hardware replacement SLA begins four (4) hours after a BreezeHost technician confirms and documents a hardware fault.
- Hardware upgrades must be scheduled to qualify for SLA coverage.
- Unscheduled "as soon as possible" upgrades do not qualify.
3.6 False Claims
Submitting false SLA claims may result in a $50 administrative fee per incident.
3.7 Changes to the SLA
This SLA may be updated or modified at any time. Continued use of BreezeHost services constitutes acceptance of the latest SLA.
4. How to Submit an SLA Request
To request an SLA credit, please open a ticket with our Sales/Billing team via:
or through the client portal.