Service Level Agreement (SLA)
This SLA applies to all paid SKÅNE HOST services and defines our uptime commitments and compensation policy.
1. Uptime Guarantee
We guarantee 99.9% monthly uptime for all server hosting services.
Uptime is calculated as: ((Total minutes - Downtime minutes) / Total minutes) × 100
2. What Counts as Downtime
Included:
- Server hardware failures
- Network outages in our infrastructure
- Control panel unavailability
- DDoS attacks exceeding our mitigation capacity
Not Included:
- Scheduled maintenance (announced 48+ hours in advance)
- Issues caused by your configuration or applications
- Third-party service outages
- Force majeure events
- Suspended accounts due to Terms violations
3. Service Credits
| Monthly Uptime |
Service Credit |
| 99.0% - 99.9% |
10% of monthly fee |
| 95.0% - 99.0% |
25% of monthly fee |
| 90.0% - 95.0% |
50% of monthly fee |
| Below 90.0% |
100% of monthly fee |
4. Claiming Credits
- Submit a support ticket within 7 days of the incident
- Include the date, time, and duration of downtime
- We will verify against our monitoring systems
- Credits applied to your next billing cycle (not refundable as cash)
5. Support Response Times
| Priority |
First Response |
Resolution Target |
| 🔴 Urgent |
1 hour |
4 hours |
| 🟠 High |
4 hours |
24 hours |
| 🟡 Normal |
12 hours |
48 hours |
| 🟢 Low |
24 hours |
72 hours |
6. Network Performance
- Latency: Sub-10ms to Nordic regions
- Bandwidth: 1 Gbps per server (burstable)
- DDoS Protection: Up to 1 Tbps mitigation
7. Backup Policy
- Automated daily backups (retained 7 days)
- User-initiated backups available
- Backup restoration within 1 hour
Contact
For SLA-related inquiries: sla@skanehost.com
Last updated: February 1, 2026