Uptime Commitment
- HostFire guarantees 99.9% network uptime per calendar month.
- Uptime is measured at the network edge and does not include:
- Scheduled maintenance (with at least 24 hours notice).
- Emergency maintenance required to protect the network.
- Outages caused by factors beyond our control (e.g., DDoS attacks, upstream provider failures, natural disasters).
- Customer errors, misconfiguration, or third-party applications.
Service Credits
If uptime falls below 99.9% in a given month, you may request a service credit:
- 99.0% - 99.8% uptime - 10% of monthly fee credited.
- 95.0% - 98.9% uptime - 25% of monthly fee credited.
- Below 95.0% uptime - 50% of monthly fee credited.
Conditions:
- Credits must be requested within 14 days of the outage.
- Credits apply to hosting fees only (not domains, SSL certificates, or third-party services).
- Credits are not cash-refundable and will be applied to future invoices.
Support Response Times
HostFire provides WA based support during published hours. We aim to respond within:
- Critical issues (service outage) - Response within 1 hour.
- High priority (serious performance/security issue) - Response within 4 hours.
- Normal priority (general support) - Response within 24 hours.
Response time means acknowledgement and initial action, not full resolution (which depends on the nature of the issue).
Maintenance
- Scheduled maintenance will be performed outside peak hours where possible.
- We will provide at least 24 hours notice of planned downtime via email or client portal.
- Emergency maintenance may be performed without notice if required to maintain security or stability.
Customer Responsibilities
To ensure service quality, you agree to:
- Maintain your website/application in a secure and updated state.
- Use resources within your plan limits.
- Cooperate with our support team in diagnosing issues.
- Maintain your own data backups in addition to our system backups.
Exclusions
This SLA does not apply to:
- Free services or trial accounts.
- Third-party services (e.g., domain registries, SSL providers, upstream carriers).
- Issues caused by customer misconfiguration, code errors, or excessive resource use.
Limitation of Liability
Service credits are your sole and exclusive remedy for downtime or failure to meet this SLA. Other limitations of liability are set out in our Terms of Service.
Governing Law
This SLA is governed by the laws of Western Australia and the Commonwealth of Australia.
Contact
For SLA related queries or credit requests, please contact us via the methods listed below.
HostFire is proudly based in Perth, Western Australia. Our servers are powered by solar energy where possible, delivering reliable hosting with a lighter footprint.