Service Level Agreement

1. Overview

This Service Level Agreement (SLA) describes the uptime commitment Bee.host makes for its hosting services and the compensation you are entitled to if we fail to meet it. This SLA forms part of our Terms of Service and applies to all active, paid services in good standing.

2. Uptime Commitment

We aim to keep your services online and reachable at all times. Downtime is defined as any period during which your service is unreachable or non-functional due to a failure on our side, such as host node outages, network failures within our infrastructure, or power issues at our facilities. Downtime is measured from the moment the outage is detected by our monitoring or reported to our support team, whichever comes first, until service is restored.

3. Compensation

For every 1 full hour of qualifying downtime, we add 1 day of free service to the affected product. Compensation is applied as extra time on your existing service and is not paid out as cash, account balance, or refunds. Downtime is rounded to the nearest full hour, and outages shorter than 1 hour do not qualify. Compensation is capped at 30 days of extra service per billing cycle per product.

4. How to Claim

To claim SLA compensation, open a ticket with our support team within 7 days of the incident and include your service details and the approximate time of the outage. We will verify the downtime against our monitoring data and apply the extra time to your service, typically within 48 hours of confirming the claim.

5. Exclusions

This SLA does not cover downtime caused by:

• Scheduled maintenance that was announced in advance
• Emergency maintenance required to protect service stability or security
• Issues caused by your own software, configuration, or resource limits
• Suspensions due to non-payment or Terms of Service violations
• Attacks targeting your specific service beyond the scope of our included protection
• Failures of third-party providers outside our control
• Force majeure events such as natural disasters and regional power or network outages

6. Changes to this SLA

We may update this SLA from time to time. Changes take effect when published on our website, and continued use of our services after an update constitutes acceptance of the revised SLA.