This article describes Hordanso's service level commitments — what uptime you can expect and what happens when those commitments are not met.
Uptime Guarantee
Hordanso guarantees 99.9% network uptime for all shared hosting, VPS, and dedicated server plans.
What 99.9% uptime means in practice:
- Monthly downtime allowance: approximately 43 minutes
- Yearly downtime allowance: approximately 8.7 hours
This guarantee covers the Hordanso network and server hardware. It does not cover downtime caused by:
- Your own actions (e.g., incorrectly editing .htaccess, deleting files, or misconfiguring settings)
- Third-party services (e.g., Cloudflare, your DNS provider, your ISP)
- Scheduled maintenance
- Force majeure (natural disasters, power grid failures, etc.)
Scheduled Maintenance
Hordanso occasionally performs planned maintenance to upgrade hardware, patch security vulnerabilities, or improve infrastructure. We commit to:
- Notifying customers at least 24 hours in advance via email
- Scheduling maintenance during off-peak hours (typically 1am–4am WAT)
- Completing maintenance within the stated window
How to Report Downtime
- Contact Hordanso support via WhatsApp +(234) 707 542 1523 or open a support ticket immediately.
- Include your domain name or server IP, the time downtime started, and a screenshot or error message.
- Our team will investigate and restore service as quickly as possible.
Downtime Compensation
If downtime exceeds the 99.9% SLA due to Hordanso infrastructure failure (not user error or external factors), you may request service credit. Contact our billing team at [email protected] with:
- Your domain or server details
- Dates and duration of the downtime
- Evidence (error logs, screenshots, downtime monitoring reports)
Service credits are applied to your next invoice. We do not issue cash refunds for SLA downtime.
