Last updated: July 26, 2026.
This Service Level Agreement (SLA) sets out the uptime commitment, support response times, and service-credit terms Redefine Web LLC extends to hosting and maintenance clients. It also lists the events that fall outside the scope of this SLA. Read it together with our Terms of Service and Acceptable Use Policy.
Definitions
- Service. The hosting, maintenance, and support included in your active Redefine Web plan.
- Uptime. The percentage of total minutes in a calendar month during which the network and covered services are reachable.
- Downtime. Any qualifying period when the covered service is unreachable due to a fault on the Redefine Web or KnownHost network.
- Incident. A single reported problem tracked under one ticket number in the Redefine Web helpdesk.
- Severity. The support priority level assigned to an incident based on business impact. See the severity table below.
- Business hours. 9:00 AM to 6:00 PM ET, Monday through Friday, excluding US federal holidays.
- Service credit. A percentage credit applied to the next month’s hosting invoice when uptime falls below the tier commitment.
Uptime commitment
Uptime is measured on a rolling monthly basis for eligible hosting services. It’s calculated as total minutes in the calendar month minus qualifying downtime minutes, divided by total minutes in the month. Uptime commitments align with your active maintenance plan:
| Maintenance plan | Monthly uptime commitment |
|---|---|
| Starter ($199/mo) | 99.9% |
| Growth ($299/mo) | 99.9% |
| Enterprise ($499/mo) | 99.99% |
Response times by severity
Support response times depend on the severity assigned to the incident when you open a ticket. Response time measures how quickly a Redefine Web engineer acknowledges the ticket and begins work, not time to full resolution.
| Severity | Definition | Response time |
|---|---|---|
| Sev 1 | Site down, checkout broken, or critical function fully unavailable. | Within 1 hour, 24 / 7 |
| Sev 2 | Major feature degraded but site is reachable and revenue can flow. | Within 4 business hours |
| Sev 3 | Minor bug, cosmetic issue, or general request. | Within 1 business day |
Escalation path
If a Sev 1 ticket isn’t acknowledged within the target response time, or if you need to raise the priority on an open ticket, follow this escalation path in order:
- Reply to the open ticket with the word ESCALATE in the first line and a short summary of the impact.
- Email support@redefineweb.com with the ticket number in the subject line.
- Email the account lead at accounts@redefineweb.com for a management-level review.
How service credits work
If measured uptime for a given month falls below your plan’s commitment, eligible clients may claim a service credit against the following month’s invoice according to the schedule below.
| Monthly uptime | Credit |
|---|---|
| Meets tier commitment | No credit |
| 99.80% | 10% |
| 99.70% | 20% |
| 99.60% | 30% |
| 99.50% | 40% |
| 99.40% | 50% |
| 99.30% | 60% |
| 99.20% | 70% |
| 99.10% | 90% |
| 99.00% or less | 100% |
Credits are applied to hosting fees only and are not paid out as cash. The maximum credit in any single billing cycle is 100% of that cycle’s hosting fee.
Eligibility
To be eligible for a service credit under this SLA, all of the following must be true:
- The account is in good standing, with no past-due invoices and no active Terms of Service or Acceptable Use Policy violations.
- A support ticket documenting the downtime is filed through the Redefine Web helpdesk within 5 days of the incident.
- The ticket includes the incident ticket number (or supporting evidence such as third-party monitoring logs) and the specific dates and times of downtime.
- The affected service is on a plan covered by this SLA (see “Underlying infrastructure” below for the scope).
What isn’t covered
The following categories of downtime are excluded from SLA calculations and are not eligible for credit:
- Internal services. MySQL, Apache, Nginx, PHP, mail daemons, DNS resolvers, control panel services, and other software running inside the hosting environment. This SLA covers network uptime, not application-level availability.
- Scheduled maintenance. Any downtime announced in advance through the client dashboard or by email at least 48 hours before the window.
- Non-payment or policy violations. Service interruptions caused by unpaid invoices, chargebacks, or suspensions triggered by Terms of Service or Acceptable Use Policy violations.
- Upstream ISP or connection issues. Downtime caused by the client’s own internet connection, local network, DNS provider (if not managed by Redefine Web), or by transit providers outside our network.
- Customer-controlled downtime. Downtime caused by client actions such as misconfigured DNS, broken deployments, custom code errors, exhausted plan resources, or requested reboots.
- Third-party outages. Any outage originating with a third-party service the site depends on, including CDN, DNS, payment gateway, email provider, or plugin vendor.
- Force majeure. Events outside the reasonable control of Redefine Web or KnownHost, including natural disasters, war, terrorism, government action, and internet-backbone failures.
Underlying infrastructure
Redefine Web’s hosting runs on infrastructure operated by KnownHost LLC. This SLA aligns with KnownHost’s own network SLA and inherits its scope. Where KnownHost declares an incident on their status page, that record is treated as authoritative for the network segment involved. Services hosted on client-owned infrastructure, third-party clouds, or managed WordPress platforms outside our stack are covered by the SLA of that respective provider and aren’t included here.
Reporting downtime
You can report suspected downtime through any of the following channels:
- The Redefine Web helpdesk portal (fastest for Sev 1).
- Email support@redefineweb.com from the primary contact on the account.
- For active Sev 1 events, reply to your existing ticket with the word URGENT in the first line.
Every report should include the affected domain, the exact dates and times of downtime in UTC or a stated time zone, and any monitoring evidence you have available.
Claiming credits
To claim a service credit, email billing@redefineweb.com within 5 days of the incident with the following:
- The support ticket number for the underlying incident.
- The specific dates and times of downtime, in UTC or a stated local time zone.
- The domain or service affected.
- Any supporting monitoring data if available.
We’ll review the request within 10 business days and, if approved, apply the credit to your next invoice.
Contact for escalation
For SLA questions or to escalate an open incident, contact us here:
- Support: support@redefineweb.com
- Billing and credits: billing@redefineweb.com
- Account escalation: accounts@redefineweb.com
Changes to this SLA
Redefine Web may update this SLA from time to time. Updates take effect 5 business days after being posted on this page. Material changes will be communicated by email to the primary billing contact on the account. Continued use of the service after the effective date constitutes acceptance of the updated SLA.