Service Level Agreement (SLA)
Last Updated: March 11, 2025
This Service Level Agreement (“SLA”) is an agreement between you and Jaguar Hosting regarding the provision of our hosting services. This SLA applies to all hosting plans purchased from Jaguar Hosting.
1. Service Commitment
Jaguar Hosting is committed to providing a reliable, high-performance hosting environment for our customers. We strive to maintain 99.9% uptime for all of our services, excluding scheduled maintenance.
2. Uptime Guarantee
2.1 Definition of Uptime
Uptime is defined as the percentage of time within a calendar month during which the Jaguar Hosting server and network components are operational and available for customer use. Uptime excludes scheduled maintenance windows and any unavailability resulting from:
- Customer’s actions or omissions
- Force majeure events
- DNS propagation issues
- Third-party integrations or services
- Attacks or unauthorized access by third parties
2.2 Uptime Calculation
Uptime percentage is calculated as follows:
Uptime % = ((Total minutes in a month – Total minutes of downtime) / Total minutes in a month) × 100
2.3 Uptime Guarantee Levels
Jaguar Hosting guarantees the following minimum uptime percentages based on your hosting plan:
- Tico Starter Plan: 99.9% uptime
- Pura Vida Business Plan: 99.9% uptime
- Costa Cloud Premium Plan: 99.95% uptime
3. Service Credits
3.1 Credit Schedule
If Jaguar Hosting fails to meet the uptime guarantee for your hosting plan in any calendar month, you may be eligible for service credits according to the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% – 99.89% | 5% |
| 98.0% – 98.99% | 10% |
| 97.0% – 97.99% | 15% |
| Below 97.0% | 25% |
Service credits are calculated as a percentage of the monthly fee for the affected service.
3.2 Credit Request Process
To receive a service credit, you must submit a claim within 7 days following the end of the month in which the downtime occurred. Claims must include:
- Subject line: “SLA Service Credit Request”
- Your account information and contact details
- Documentation of the downtime incidents, including dates, times, and duration
Submit all claims to support@jaguarhosting.com. Credits will be applied to your account within 30 days of claim approval.
4. Support Response Times
4.1 Support Channels
Jaguar Hosting provides technical support through the following channels:
- Email: support@jaguarhosting.com
- Phone: +506 71280677
- Support ticket system
4.2 Response Time Commitments
We are committed to responding to support requests within the following timeframes:
| Priority Level | Description | Tico Starter | Pura Vida Business | Costa Cloud Premium |
|---|---|---|---|---|
| Critical | Service completely unavailable | 4 hours | 2 hours | 1 hour |
| High | Major functionality impacted | 8 hours | 4 hours | 2 hours |
| Medium | Limited functionality issues | 12 hours | 8 hours | 4 hours |
| Low | General inquiries, non-urgent issues | 24 hours | 16 hours | 8 hours |
Support is available 24/7/365 for Critical and High priority issues. Medium and Low priority support is available during standard business hours (Monday-Friday, 8:00 AM – 6:00 PM Central Standard Time).
5. Backup Services
5.1 Backup Frequency
Jaguar Hosting performs backups of customer data according to the following schedule based on your hosting plan:
- Tico Starter Plan: Weekly backups
- Pura Vida Business Plan: Daily backups
- Costa Cloud Premium Plan: Hourly backups
5.2 Backup Retention
Backups are retained for the following periods:
- Tico Starter Plan: 7 days
- Pura Vida Business Plan: 14 days
- Costa Cloud Premium Plan: 30 days
5.3 Backup Restoration
Restoration of backups is performed on a best-effort basis. While we strive to ensure the integrity of all backups, Jaguar Hosting recommends that customers maintain their own backup solutions.
6. Scheduled Maintenance
6.1 Maintenance Windows
Scheduled maintenance is typically performed during low-traffic periods. We will make reasonable efforts to provide at least 48 hours’ advance notice for scheduled maintenance that may cause service disruption.
6.2 Emergency Maintenance
Emergency maintenance may be performed as needed without prior notice to resolve critical security or performance issues.
7. Security Measures
Jaguar Hosting implements the following security measures to protect customer data:
- Firewall protection
- Regular security updates
- Malware scanning
- DDoS protection
- Encrypted connections
8. Modifications to the SLA
Jaguar Hosting reserves the right to modify this SLA at any time. We will provide notice of any material changes to the SLA through our website or direct communication to our customers.
9. Contact Information
For questions about this SLA or to report any service issues, please contact us at:
- Email: support@jaguarhosting.com
- Phone: +506 71280677
- Address: San Jose, Costa Rica, Plaza Obelisco, Sixth Floor