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Service Level Agreement

Dedicated Servers - SLA

Network Uptime Guarantee

Croatian Web Hosting's servers are supported by a world-class infrastructure engineered from the ground up to support just about any kind of contingency. They are connected to the Internet through redundant high-speed connections on diverse backbones, ensuring data delivery to the end user in the fastest, most efficient manner possible. Croatian Web Hosting guarantees a 99.9% uptime excluding scheduled maintenance and prior notified upgrades. Our Cisco Powered Network, combined with 24/7/365 monitoring by highly qualified network engineers and administrators, guarantee the functioning of all network infrastructure including routers, switches, and cabling.


In the event that there is network outage*, Croatian Web Hosting will credit the monthly service charge for the following month's service as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to exceed 100% of the monthly service charge for the affected month.

Server Availability Credit

98%-99.9% = 5% credit

96%-97.99% = 15% credit

90%-95.99% = 30% credit

89.99% or below = 100% credit

*Network outage means any outage in which end users are unable to access the client's site, due to a failure in Croatian Web Hosting's network.

Croatian Web Hosting will ONLY be held responsible for its network and not for general conditions on the Internet. Delays that occur outside Croatian Web Hosting's routers caused by backbone failures, congestion, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications, or third party services (including DNS propagation) resulting in degradation of service and high packet loss or similar conditions, cannot be guaranteed by Croatian Web Hosting.

Hardware Guarantee

Croatian Web Hosting guarantees the functionality of all dedicated server hardware components and will replace any failed component at no cost to the client. Hardware repair/replacement will begin immediately upon identification of the hardware failure and is guaranteed to be complete within 1 hour of problem identification. Hardware is defined as the Processor(s), RAM, Hard Disk(s), Motherboard, NIC Card, and other related hardware included under the server lease. The time required to repair/replace hardware does not include software reinstallation and/or data recovery from backup tapes/disks (time frame depends on size of disk and amount of data).

In the event that it takes us more than 1 hour to repair/replace faulty hardware within the limits defined above, Croatian Web Hosting will credit the client 5% of the monthly fee per additional hour of down time (up to 100% of client's monthly fee).

Server Backups

In order for Croatian Web Hosting to backup the data on your dedicated server you must purchase an appropriate backup service or a service plan that includes backup services.

Service Credit Request Procedure

In order for you to receive a credit on your account, you must request such credit within 10 days after you experience hardware failure or network outage. You must follow these steps:
- Request made by email to
- Include all support ticket numbers in your email. Include your server and/or domain name, and your full address as shown on your invoices.
- Dates and times of unavailability of your server and any additional information.
Credits will usually be applied for the following month's service within 30 days of acceptance of the request. Credit to your account shall be the sole and exclusive remedy in the event that there is a network outage or hardware failure.

Claim Review Process

All claims must be submitted via email to Claims will be acknowledged within two business days and reviewed within seven business days of receipt. Upon coming to a decision, you will be notified via email whether the appropriate service credit will be issued on the next invoice or reject the claim by specifying the basis for rejection.

Effective Date: January 01, 2015

Last Updated: April 20, 2020

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