SLA Agreement

SastoHost aims to provide reliable service availability for hosting and infrastructure platforms, subject to the technical design and support boundaries of each service type.

Unless a written custom agreement states otherwise, published services are operated on a reasonable commercial-effort basis rather than a separately negotiated enterprise SLA.

Scheduled maintenance, security patching, infrastructure upgrades, and emergency operational work may require temporary service disruption or degraded performance.

Where practical, we aim to perform planned maintenance during lower-impact windows and provide notice for material work that may affect customers.

Availability is assessed based on platform reachability and service operation from our side of the infrastructure, not solely on individual customer application behavior.

Issues caused by customer code, third-party software, misconfiguration, upstream registrar or DNS issues, or self-managed server administration are outside standard SLA measurement scope.

This agreement does not apply to downtime caused by abuse handling, DDoS events, force majeure, upstream network incidents, domain registry issues, customer actions, or misuse of the service.

Problems originating from unsupported software, customer-managed changes, expired domains, unpaid invoices, or suspended services are excluded from availability claims.

If SastoHost confirms a qualifying availability failure within the scope of this agreement, any remedy is limited to service credit consideration at our reasonable discretion unless a separate written contract states otherwise.

Service credits are not cash refunds and do not apply to domain registration fees, third-party software licenses, setup charges, or one-time services.

Requests related to major service-impact incidents should be submitted through the client area or support channels with timestamps, affected service details, and relevant evidence where available.

We may reject claims that are incomplete, outside the reporting window, unsupported by service records, or caused by excluded events.