Service level agreement (SLA)
Last updated: 05/10/2026
This English version is provided for convenience. In case of any discrepancy, the Spanish version prevails.
1. Guaranteed uptime
We guarantee 99.9% monthly availability of the network, hardware and web, email and database services on shared hosting, VPS and backup servers. Measured in one-minute intervals by an external monitor.
2. Credits
If monthly availability falls below the guarantee, the Client receives a credit on the affected service’s monthly fee:
| Monthly availability | Approx. downtime | Credit |
|---|---|---|
| 99.0% – 99.89% | 44 min – 7 h 18 min | 10% |
| 98.0% – 98.99% | 7 h 18 min – 14 h 36 min | 25% |
| 95.0% – 97.99% | 14 h 36 min – 36 h 30 min | 50% |
| Below 95.0% | Over 36 h 30 min | 100% |
Request the credit by ticket within 30 days of the incident; it is applied to the next invoice. It is not redeemable for cash and does not exceed 100% of the monthly fee. If availability is below 98% for two consecutive months, the Client may cancel without penalty and receive a prorated refund of the unused term.
3. Exclusions
- Scheduled maintenance announced at least 72 hours in advance (up to 4 hours per month, during low-traffic hours).
- Failures caused by the Client’s code, plugins, settings or content.
- Suspensions for non-payment or breach of the acceptable use policy.
- DNS, domain registry or third-party ISP issues outside our control.
- Denial-of-service attacks targeting the Client’s account.
- Acts of God or force majeure.
4. Support response times
| Priority | Example | First response |
|---|---|---|
| Urgent | Server or site down, email not working | 1 hour, 24/7 |
| High | Important feature failing, suspected infection | 4 business hours |
| Medium | Configuration, technical questions, migrations | 8 business hours |
| Low | General enquiries, billing | 24 business hours |
Business hours: Monday to Friday, 9:00–19:00 Mexico City time. Urgent infrastructure incidents are handled 24/7 via ticket.
5. Backups
We run automatic backups at each plan’s frequency and retention. We make reasonable efforts to keep them available but do not guarantee their absolute integrity; the Client must keep their own copies.