SN WHITE HOSTING – Service Level Agreement (SLA)
Effective Date: February 21, 2026
1. PURPOSE
This Service Level Agreement ("SLA") establishes the availability, reliability, and support commitments that SN WHITE HOSTING™, a trade name of SN SOLUTIONS LLC ("Provider"), offers to its customers ("Client") for Shared Hosting, WordPress Hosting, VPS, Dedicated Servers, Game Servers, StorageBox, and related services.
It supplements the General Terms of Service and Specific Service Terms.
2. GUARANTEED AVAILABILITY
SN WHITE HOSTING guarantees a monthly uptime of 99.95%, measured over one calendar month.
Availability is calculated as:
Availability (%)=Total monthly time – Non-excluded downtimeTotal monthly time×100\text{Availability (%)} = \frac{\text{Total monthly time – Non-excluded downtime}}{\text{Total monthly time}} \times 100Availability (%)=Total monthly timeTotal monthly time – Non-excluded downtime×100
3. SLA CREDIT COMPENSATION
If monthly availability falls below 99.95%, the Client may request an account credit (not cash refund) as follows:
| Uptime Range | Credit |
| 99.94% – 99.90% | 5% of monthly fee |
| 99.89% – 99.80% | 10% of monthly fee |
| Below 99.80% | 25% of monthly fee |
Requests must be submitted via support ticket within 10 days after the affected month, including date, time, and estimated outage duration.
Credits apply only to future invoices.
4. SLA EXCLUSIONS
The following are not considered downtime:
Scheduled maintenance with at least 24 hours prior notice
Force majeure events (natural disasters, wars, terrorism, pandemics, widespread outages)
Failures caused by Client actions, misconfigurations, malware, or negligence
Connectivity or infrastructure issues outside SN WHITE HOSTING's network
Suspensions due to non-payment, AUP violations, security threats, or abuse
Resource overuse beyond plan limits affecting service stability
5. BACKUPS AND DATA RESPONSIBILITY
SN WHITE HOSTING automatically performs:
Incremental backups Monday–Saturday at 03:00 AM (server time)
Full backups Sunday at 03:00 AM (server time)
Client Responsibility:
Maintain additional external backups for disaster recovery
SN WHITE HOSTING is not liable for data loss if Client fails to secure backups
6. SUPPORT PROCEDURE
Technical support is provided during business hours per General Terms, except for emergencies.
Critical emergencies (server down, security breach) must be reported via a ticket marked "URGENT", triggering 24/7 priority response.
Support includes troubleshooting service issues within SN WHITE HOSTING infrastructure; misconfigurations, malware, or third-party software installed by Client are not covered unless Managed plans are in place.
7. PAYMENTS AND AUTOMATIC CHARGES
Invoices are generated 7 days before due date.
Charges are automatically processed 2 days before due date using the stored payment method.
Automatic charges are enabled by default; Clients must open a ticket to disable them.
Non-payment may result in suspension, termination, and collection procedures, including legal action in the Client's jurisdiction if necessary.
8. IP / ASN AND NETWORK SECURITY
SN WHITE HOSTING operates its own ASN and IP addresses.
To protect network reputation:
Accounts used for spam, malware hosting, DDoS attacks, phishing, or copyright infringement may be suspended immediately
Abuse or repeated violations may result in permanent termination
9. COOPERATION WITH AUTHORITIES
SN WHITE HOSTING may cooperate with law enforcement and judicial authorities.
In case of legal orders, Client data may be disclosed as required by law or court instructions.
Clients must not use services for activities that may expose SN WHITE HOSTING to legal liability or regulatory action.
10. SLA MODIFICATION
SN WHITE HOSTING reserves the right to modify this SLA at any time.
Clients will be notified at least 15 days in advance.
Changes do not affect already contracted services until their next renewal date.