SLA Agreement — Totohost

Totohost's objective is achieving maximum availability for client websites. Totohost guarantees server availability of at least 99% monthly. The remaining 1% accounts for necessary server reboots, network maintenance, and software/hardware upgrades.

1. Definitions

This Service Level Agreement applies to customers subscribed to Totohost hosting services with active accounts. "Web availability" refers to the percentage of a calendar month when client website content is accessible via HTTP according to Totohost measurements.

2. Service level and compensation

When website availability falls below 99%, Totohost provides credits based on the following schedule:

Availability	Credit (% of monthly fee)
99% – 100%	No compensation
97% – 99%	10%
90% – 97%	25%
80% – 90%	50%
< 80%	100%

3. Exclusions

Credits are not provided for outages involving:

Circumstances beyond Totohost control (government actions, war, sabotage, natural disasters, strikes, third-party telecommunications failures)
Virus attacks, hacking attacks, DDoS attacks
Scheduled maintenance and emergency upgrades
DNS issues outside Totohost's direct control
Client actions or omissions (custom scripts, coding errors, terms violations)
DNS propagation delays

4. Approval procedure

Credit requests must be submitted via email to pretplata@totohost.hr within five business days of the outage, including: account number, domain name, and specific dates and times of the incident.

Approved credits apply only to the next billing cycle — no cash reimbursements. Monthly compensation cannot exceed the hosting fee charged for that month.

Last updated: October 29, 2007