Service Level Agreement

A written operational commitment: what we guarantee, how downtime is measured, and when a service credit is due. This document forms part of the contract with Trust Hosting and is read together with the Terms and the Acceptable Use Policy.

Live status Request a credit

99.99%Monthly availability target for core services

30 daysDeadline to file a credit claim after month-end

50%Maximum service credit in a calendar month

Scope

Applies to services we operate on our infrastructure and bill from the client area, unless a written contract says otherwise.

Core services include shared hosting, cloud VPS, dedicated servers, business email, and the network and power that support those services inside the operating locations we publish.

This agreement does not cover third-party applications, CMS software you install yourself, misconfiguration in the control panel, domain or SSL expiry at another registrar, or any service a third party delivers directly to your account.

What we own

Power, network, or hardware failure inside our operating scope, or an outage of a core service caused by an operational error on our side.

What remains yours

Code, databases, passwords, plugins, overload caused by your software, and backups that were not purchased as a separate service.

Availability and measurement

Operational target: 99.99% monthly availability of the affected core service, calculated on calendar days in Africa/Cairo time.

Chargeable downtime is the period when the core service is unreachable from our monitoring systems and the public status page because of a fault within our responsibility. Availability is (minutes in the month − chargeable downtime minutes) ÷ minutes in the month.

An outage at one operating location is not downtime for a service running elsewhere. Partial degradation (higher latency without an outage) is not downtime unless monitoring shows the service was unusable.

What is excluded

Scheduled maintenance announced as described below.
Emergency work required to protect the network or data, published on the status page as soon as practicable.
Volumetric attacks beyond reasonable mitigation, or attacks that originate from your application or a vulnerability in it.
Force majeure: disasters, government action, international cable cuts outside our control, or failures at transit providers we do not operate.
Account suspension for acceptable-use violations or non-payment.
Outages caused by DNS, firewall, or certificate settings at a third party.

Service credits

If measured availability falls below the target in a calendar month because of a fault within our responsibility, the affected account is entitled to a credit on the following period as set out below.

Measured monthly availability	Credit of the monthly fee for the affected service
Below 99.99% down to 99.90%	5%
Below 99.90% down to 99.50%	10%
Below 99.50% down to 99.00%	25%
Below 99.00%	50%

The credit applies only to the affected service, not to domains or add-ons that were not affected. Total credits in one month are capped at 50% of that service’s monthly fee. Credits are not cash and are not refunded on cancellation unless a written enterprise contract says otherwise.

These credits are the exclusive remedy for a breach of the availability target in this agreement and are not stacked with another remedy for the same incident.

Response-time targets

First-response targets for support tickets on an active, paid service. They are not a guarantee of full resolution time.

Severity	Definition	First response
P1	Complete outage of a core production service.	30 minutes
P2	Severe degradation affecting most users without a full outage.	2 hours
P3	Limited operational issue or a configuration request.	8 business hours
P4	General enquiry or information request.	1 business day

Business hours for non-critical support: Sunday–Thursday, 10:00–18:00 Cairo time, unless wider coverage is published. P1 incidents are handled outside that window.

Maintenance and transparency

Planned maintenance is preferred over surprises. Notices go on the status page, with direct contact to affected accounts when possible.

We aim to announce planned maintenance at least 48 hours in advance when the work affects availability. Windows are chosen to reduce impact on regional traffic. Emergency security or stability work may start immediately, with a status update.

Incident and maintenance history is available on the status page. That page is the public operational record; it is not a substitute for a support ticket on your account.

How to claim

Credits are not applied automatically. File a ticket from the affected account within 30 days of month-end.

Open a ticket

From the client area, include the service ID, the period, and the times or links of the outage as you observed it.

We review the records

We match the claim to monitoring and the status page. We confirm the credit or explain if the event is excluded.

The credit is applied

It appears on the next invoice for the affected service. It is not carried after cancellation unless an accounting balance remains.

Governing law: the Arab Republic of Egypt. Venue is the courts of Cairo unless a written contract says otherwise. We may update this agreement with notice on the site; the version published here applies to periods after the update date.

Last updated: 15 August 2026. For contract questions: Contact us.

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