01
Uptime Guarantee
- DHT guarantees 99.99% network and hosting platform uptime for all shared, cloud, business and reseller plans.
- Uptime is measured on a calendar-month basis across our public service network.
- Maintenance windows announced at least 24 hours in advance are excluded from the uptime calculation.
- Emergency maintenance required to protect the integrity or security of the platform is excluded when announced retroactively.
02
Support Response Times
- Support tickets and live chat are answered 24/7 by our engineering team.
- First response is typically delivered within 15 minutes during all hours.
- Critical issues — total service outage or data loss — are prioritized and handled immediately.
- Standard requests are handled within one business day.
03
Backup Commitment
- Daily CDP (Continuous Data Protection) backups are taken for all accounts.
- Up to 28 restore points are retained on separate external servers.
- Restores are completed within 24 hours of a verified request.
- Clients are advised to keep their own off-server backups as an additional safeguard.
04
Service Credits
- If we fail to meet the 99.99% uptime guarantee in a given month, you may request a service credit.
- Credits are calculated at 5% of the monthly fee for every 30 minutes of downtime beyond the guaranteed threshold, up to 100% of that month's fee.
- Credits are applied as account credit toward future invoices.
- To request a credit, open a ticket within 7 days of the end of the affected month.
05
Exclusions
- Downtime caused by client-side issues: custom scripts, applications, DNS changes or domain problems.
- Downtime caused by third-party services outside our control — including upstream network providers and DDoS attacks.
- Scheduled maintenance announced in advance.
- Failure of client-provided content or misuse of the service.
- Any period during which the client is in breach of the User Agreement.
06
Contact Us
- For SLA-related questions or credit requests, contact us at [email protected] or via the client area.
- The latest version of this agreement is always available on this page.
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