Effective Date: 19/02/2026
Company: DaveeDeCoder (DDC)
This Hosting Service Level Agreement (“SLA”) describes the service availability targets and support commitments for hosting services provided by DaveeDeCoder (DDC).
This SLA applies only to active, paid hosting accounts in good standing.
DDC aims to provide 99% monthly uptime availability for hosting services.
Uptime is calculated monthly and excludes excluded events listed in Section 5.
This is a target objective and not a guaranteed service commitment.
“Uptime” means the hosting server is operational and accessible via HTTP/HTTPS requests.
“Downtime” means complete inaccessibility of hosted services due to server-side issues under our control.
Server availability is monitored internally using automated tools.
Downtime must be reported to support within 48 hours of occurrence to qualify for review.
The following events are excluded from uptime calculations:
Scheduled maintenance (with notice where possible)
Emergency security patches
Third-party infrastructure issues
Cloud provider outages
DNS propagation delays
Client-side misconfigurations
Application-level bugs
Excessive resource usage by client
Force majeure events (natural disasters, war, government actions)
Suspension due to Acceptable Use Policy violation
Scheduled maintenance may occur periodically to:
Apply security updates
Upgrade server software
Improve performance
Where possible, advance notice will be provided.
Support is provided according to the hosting package.
Initial response time: within 24–48 hours
Business days only
Initial response time: within 12–24 hours
Response time refers to first acknowledgment, not full resolution.
If uptime falls below 99% in a given month due solely to server-side issues under our direct control, customers may request service credit.
Service credits are:
Applied to future hosting invoices only
Not refundable as cash
Limited to a maximum of one month of hosting fees
Credit requests must be submitted within 7 days after the affected month.
While we strive for reliable service, DDC does not guarantee uninterrupted or error-free hosting.
All services are provided on a commercially reasonable effort basis.
Customers are responsible for:
Maintaining secure passwords
Keeping applications updated
Backing up website data
Monitoring website functionality
Ensuring scripts are properly configured
Failure to maintain security may void SLA considerations.
Unless explicitly included in your hosting plan:
Customers are responsible for maintaining independent backups.
DDC is not liable for data loss.
Backup restoration, if available, may incur additional fees.
This SLA does not apply to accounts suspended due to:
Non-payment
AUP violations
Security abuse
Legal investigations
DDC reserves the right to modify this SLA at any time.
Continued use of hosting services constitutes acceptance of any updates.