📊 Service Level Agreement (SLA) – Macaw Hosting
Macaw Hosting is committed to providing reliable hosting services and strives to maintain a high level of availability and performance for all customers.
⏱️ Uptime Commitment
Macaw Hosting aims to provide 99.9% uptime for shared, NVMe, and cloud hosting services on a monthly basis.
This uptime commitment excludes:
- Scheduled maintenance
- Emergency maintenance
- Events beyond our control (force majeure)
- Issues caused by customer misuse or third-party software
🛠️ Scheduled Maintenance
- Planned maintenance may be required to improve service quality.
- Customers will be notified in advance whenever possible.
- Maintenance windows are not counted as downtime.
🚨 Unplanned Downtime
In the event of unexpected service disruption:
- Our technical team will take immediate action to restore services
- Status updates will be provided through available communication channels
- Resolution time may vary depending on the nature of the issue
🎧 Support Availability
- 24/7 customer support via ticket system
- Average response time: within 1–4 hours
- Priority may be given to critical service outages
💳 SLA Credits
Macaw Hosting does not guarantee service credits or financial compensation for downtime unless explicitly stated in a custom enterprise agreement.
🧾 Provider Infrastructure Notice
Macaw Hosting utilizes trusted upstream infrastructure providers for network, hardware, and data center services. Uptime and performance depend in part on provider infrastructure and network stability.
⚖️ Limitation of Liability
Macaw Hosting shall not be held liable for:
- Data loss
- Business interruption
- Indirect or consequential damages
Customers are responsible for maintaining their own backups.
🔄 SLA Updates
Macaw Hosting reserves the right to update this Service Level Agreement at any time without prior notice.