Service Level Agreement
We stand behind our infrastructure with a 99.9% monthly uptime guarantee — and unlike most hosts, we put money on it. If we miss it, you get service credit. Live and historical uptime is public at status.bearhost.com.
1. The commitment
BearHost guarantees that each hosting service (VPS, RDP, web hosting, WordPress, n8n and OpenClaw instances) will be available for at least 99.9% of each calendar month. “Available” means the service is reachable over the network and our host infrastructure (hypervisor, network, power) is operating. 99.9% allows for roughly 43 minutes of downtime in a month — our target is considerably better.
2. Service credits
If measured monthly uptime for your service falls below 99.9%, you are entitled to a credit on your BearHost account:
| Monthly uptime | Service credit |
|---|---|
| 99.0% – 99.89% | 10% of the monthly fee |
| 95.0% – 98.99% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Credits are applied to your account balance and used against future invoices. The maximum credit in any month is 50% of that service's monthly fee.
3. How downtime is measured
Downtime is measured by our own monitoring (published at status.bearhost.com) from the first failed check to the first successful check. An incident counts toward the SLA when the cause is within our responsibility: our hardware, our network, our power, or our virtualisation layer.
4. What's excluded
- Scheduled maintenance announced in advance on the status page or by email (we aim for at least 24 hours' notice and off-peak windows).
- Issues inside your service — software you run, misconfiguration, resource exhaustion within your plan's limits, or actions taken by people you gave access to.
- Attacks targeting your service specifically (e.g. application-layer attacks on your site). Network-level attacks on our infrastructure are our problem, not yours.
- Suspension or termination under our Terms of Service (e.g. non-payment or abuse).
- Internet issues outside our network — upstream carrier or regional routing problems beyond our reasonable control.
5. How to claim
Open a support ticket titled “SLA credit request” within 7 days of the incident, naming the affected service and the approximate outage window. We verify against our monitoring and apply the credit to your account — usually within 2 business days. Credits are the sole remedy under this SLA.
6. The fine print
This SLA forms part of, and is governed by, our Terms of Service. We may update it from time to time; the version published at this URL applies to incidents occurring after it is published. Credits have no cash value and are non-transferable.