Service Level Agreement

Last updated: March 18, 2026

This Service Level Agreement ("SLA") applies to Toolbox Hosting Business plan customers. It describes our uptime commitment and the remedies available if we fail to meet it.

Uptime Guarantee

Toolbox Hosting guarantees 99.9% uptime for all Business plan hosting and email services, measured on a monthly basis. This means we commit to no more than approximately 43 minutes of downtime per month.

How We Measure Uptime

Uptime is measured as the percentage of total minutes in a calendar month during which the service is available. Uptime is monitored from multiple external locations using automated checks.

Uptime % = (Total minutes - Downtime minutes) / Total minutes × 100

Service Credits

If we fail to meet our uptime guarantee, you are eligible for service credits:

How to Request Credits

To request a service credit, contact [email protected] within 30 days of the affected month. Include the dates and times of the outage. Credits are applied to future billing and do not exceed 50% of your monthly fee.

Exclusions

The uptime guarantee does not apply to downtime caused by:

• Scheduled maintenance (announced at least 48 hours in advance)
• Force majeure events (natural disasters, war, government actions)
• Issues with your own code, applications, or DNS configuration
• Third-party services outside our control
• DDoS attacks or other security incidents, provided we respond promptly
• Your failure to follow recommended configurations

Scheduled Maintenance

We perform maintenance during low-traffic hours (typically 2:00 AM – 6:00 AM EST). Scheduled maintenance windows are announced via email at least 48 hours in advance and are excluded from uptime calculations.

Plan Eligibility

This SLA applies to Business plan customers only. Free, Starter, and Growth plans are provided on a best-effort basis with no uptime guarantee or service credits.