Service Level Agreement (SLA)
Last updated: August 23rd, 2024
100% Uptime Guarantee
LastHourHosting.org offers a 100% uptime guarantee through this Service Level Agreement (SLA) based on network and host node availability. These assurances collectively form the "SLA." This document serves as a supplementary agreement to the Hosting Terms and Conditions you accepted upon becoming a LastHourHosting.org customer, which is integral to and incorporated by reference into this SLA. This uptime guarantee applies on a per-service-item basis and does not extend to your entire invoice. For instance, if you have fifty (50) servers with us and one (1) of those servers experiences downtime, any credit applicable to you under this uptime guarantee will be proportional to the downtime of that one (1) server, not your entire account with us. Please note that this uptime guarantee does not cover the accessibility of LastHourHosting.org's website, DNS servers, API, or control panel.
Packet Loss and Latency
LastHourHosting.org does not engage in proactive monitoring of specific customer packet loss or transmission latency. However, we proactively monitor the aggregate packet loss and transmission latency within our LAN and WAN. If LastHourHosting.org discovers (either through internal monitoring efforts or after being informed by you) that you are experiencing packet loss exceeding one percent (1%) ("Excess Packet Loss") between your instance and one hop from LastHourHosting.org's border router(s) (first hop of egress provider's router), and you notify LastHourHosting.org via a support ticket (or LastHourHosting.org has informed you of an event), we will take all reasonable actions to identify the source of the Excess Packet Loss/Latency.
Limitations
The uptime guarantee at LastHourHosting.org applies exclusively to network and instance availability during standard operation. It does not extend to server-side software uptime. Any downtime resulting from server software, operating systems, improper configurations, denial of service attacks against your instance, instance suspension, instance paused/halted for any reason, or any other non-network or non- "host node" outage, regardless of whether such downtime is caused by us during upgrades, troubleshooting, or other tasks, is not covered by this uptime guarantee. The guarantee does not apply during scheduled maintenance with a minimum of twenty-four (24) hours' notice or in the event of applying a time-critical patch/update, provided the outage/packet loss does not exceed ten (10) minutes.
Additionally, the guarantees outlined in this SLA cannot be combined. For instance, a hardware outage that disrupts network activity will not entitle you to two (2) separate credits. If a hardware outage forms the basis for the connectivity loss, the entire event will be considered a single outage for the purpose of determining applicable credit.
Please note that LastHourHosting.org's Talon Cloud GPU product has limited availability and is not covered by the Last Hour Hosting SLA. In the event of a hardware failure, LastHourHosting.org will make its best effort to promptly restore your GPU instances in the same or nearest location. Upon request, you will be refunded for any duration of downtime experienced by your GPU instance.
Outage Credits:
To claim outage credits at LastHourHosting.org, you are required to follow the procedure detailed below. You must initiate a support ticket explicitly requesting a credit to be applied to your account. Mere initiation of a support ticket related to an outage does not automatically guarantee a credit to your account. The formal request for a credit through a support ticket triggers the assessment process for potential credits. However, it remains within the sole discretion of LastHourHosting.org to determine whether an eligible outage has transpired. If LastHourHosting.org confirms that an eligible outage has indeed occurred, the support ticket you submitted will be utilized to calculate the applicable credit, as outlined in the table below:
| Outage Time Frame | Credit Amount |
|---|---|
| Less than 9 minutes | 12 Hours |
| 10 - 59 minutes | 24 Hours |
| 60 - 119 minutes | 48 Hours |
| 120 - 239 minutes | 120 Hours |
| 240 - 419 minutes | 240 Hours |
| 420+ minutes | 672 Hours (1 Month) |
How to Obtain Your Credit
To claim any credit offered under this Service Level Agreement (SLA) at LastHourHosting.org, you must follow the specific process outlined below. Please note that it's crucial to initiate a support ticket related to the event and expressly request that we issue a credit. Do not assume that we are aware of your outage. Your outage might be unrelated to LastHourHosting.org's services. Therefore, unless you notify us through a support ticket, we might not be aware that a problem exists. Outages related to hardware or other services or events not under LastHourHosting.org's control are not eligible for any guarantee or credit provided under this SLA.
You can initiate such a support ticket via email to support@lasthourhosting.org or through the my.lasthourhosting.org interface. Regardless of the method you choose, it is imperative to obtain a LastHourHosting.org ticket number as proof of initiating a support ticket related to the outage. The support ticket must explicitly request a credit concerning the outage. As outlined here, the timestamp on the support ticket will mark the beginning of an outage if LastHourHosting.org determines that an eligible outage occurred. Even if LastHourHosting.org was aware of the issue before you were, we may notify you of the outage. In such instances, you must still initiate a support ticket to confirm your awareness of the outage and request a credit. To be clear, having a support ticket number is mandatory to receive any credits under this SLA.
Please be aware that all other terms, limitations, exclusions, disclaimers, and requirements contained in LastHourHosting.org's Hosting Terms and Conditions also apply to this SLA.