This Service Level Agreement (“SLA”) is part of the Terms of Service between you and Clever AI Labs LLC d/b/a Lookerhost, and applies to paid production services: Web Hosting, Managed WordPress, Cloud VPS, Dedicated Servers, App Platform (Pro and above), Managed Databases and Business Email.
We commit to 99.99% Monthly Uptime for each covered service. “Monthly Uptime” means the percentage of minutes in a calendar month during which the service is available, excluding the exclusions in Section 4.
If Monthly Uptime falls below the commitment, you are entitled to a credit against the monthly fee for the affected service:
| Monthly uptime | Downtime (approx.) | Service credit |
|---|---|---|
| < 99.99% – ≥ 99.9% | 4.4 – 43 minutes | 10% |
| < 99.9% – ≥ 99.0% | 43 minutes – 7.3 hours | 25% |
| < 99.0% – ≥ 95.0% | 7.3 – 36.5 hours | 50% |
| < 95.0% | more than 36.5 hours | 100% |
Where our monitoring detects qualifying downtime, credits are applied automatically to your next invoice — no ticket required. You may also claim a credit within 30 days of the incident by emailing support@lookerhost.com with the affected service and time window.
Downtime does not include unavailability caused by:
Service credits are your sole and exclusive remedy for any failure to meet this SLA. Credits in any month are capped at 100% of the monthly fee for the affected service and have no cash value.
| Severity | Definition | First response |
|---|---|---|
| P1 — Critical | Production service down | 15 minutes, 24/7 |
| P2 — Major | Severe degradation | 1 hour, 24/7 |
| P3 — Normal | General issues & questions | 8 business hours |
Clever AI Labs LLC (d/b/a Lookerhost) · 30 N Gould St R, Sheridan, WY 82801, USA · support@lookerhost.com