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Service Level Agreement

Updated on: February 19th, 2026

This Service Level Agreement (“SLA”) amends the Agreement between Happy Sasquatch (“Provider”) and Customer and governs the uptime guarantees for the Services we provide to you and your remedies for our failure to meet such guarantees. The remedies contained in this SLA are your sole and exclusive remedies for any issues addressed herein. We may update this SLA from time to time in our sole discretion; the current version may be found at (https://happysasquatch.com/legal/service-level-agreement). Your continued use of the Services following any changes constitutes your acceptance of such changes.

1. Definitions

Capitalized terms not defined in this SLA have the meaning provided in the Agreement.

“Downtime” means any period during which Live Sites are unavailable or inaccessible over HTTP/HTTPS, as measured by Provider’s monitoring systems, during a Monthly Billing Period, excluding any Downtime Exclusions. If multiple Live Sites experience Downtime simultaneously, the duration of Downtime is not multiplied by the number of affected Live Sites.

“Live Sites” means Customer websites, applications, or databases hosted in a live (non-staging) environment on the Services.

“Monthly Billing Period” means each successive period from one billing date to the day before the next billing date.

2. Service Availability

Provider will make the Services available 99.9% of the time, excluding any Downtime Exclusions (as defined in Section 5). In a given Monthly Billing Period, we calculate “Service Availability” as follows:

Service Availability = (total minutes Services are available × 100) / (total minutes in the month − Downtime Exclusions)

3. SLA Credits

You are entitled to a credit of 5% of the applicable monthly Fees for each full hour (or portion thereof) of Downtime in excess of the Service Availability target. For example, you will receive a 5% credit for between 1 and 60 minutes of Downtime in excess of the Service Availability target, a 10% credit for between 61 and 120 minutes, and so on.

Provider will use commercially reasonable efforts to notify Customer of any Downtime event that exceeds the Service Availability target within 5 business days of the event. In order to receive a credit, Customer must contact Support at [email protected] or via their dedicated communication channel within 30 days of the event giving rise to the credit, or within 30 days of Provider’s notification, whichever is later.

Credits shall not exceed 100% of the applicable monthly Fees for the relevant Monthly Billing Period, may not be carried over or aggregated, are forfeited at the expiration or termination of the Agreement, and will be applied to Customer’s next invoice. Credits will not be paid or provided as a refund.

4. Enhanced SLA

A Hosting Plan which is described as being subject to our “Enhanced SLA” benefits as follows: the Service Availability target is 99.99%, and you will receive a credit of 5% of the applicable monthly Fees for each half hour of Downtime in excess of that target. If Customer subscribes to an Enhanced SLA Hosting Plan and subsequently downgrades, Provider may reduce the Customer’s Service Availability target to 99.9%. Except for these changes, all other terms of this SLA apply as normal.

5. Downtime Exclusions

Downtime caused by any of the following circumstances, as determined at Provider’s sole discretion, will not be included in Downtime calculations and will not be eligible for SLA Credits:

  1. Scheduled Maintenance — any maintenance performed during the following windows or for which we provide reasonable notice or coordination with you in advance:
Data Center RegionMaintenance Window
Americas2:00 AM – 5:00 AM local time
Europe2:00 AM – 5:00 AM local time
Asia-Pacific2:00 AM – 5:00 AM local time
  1. Emergency Maintenance — any maintenance performed outside scheduled windows without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any systems.
  2. Force Majeure Events — including but not limited to acts of nature, war, terrorism, government action, labor disputes, failure of third-party power or network providers, and any other events beyond Provider’s reasonable control.
  3. Actions or Omissions of Customer — including any authorized users or third parties acting on Customer’s behalf or at Customer’s direction, including but not limited to:
    1. any breach of the Agreement, Acceptable Use Policy, or other applicable terms;
    2. Customer-authored code, plugins, themes, or configuration of any Live Site, including code or configuration that causes one Live Site to experience Downtime when another Live Site is affected;
    3. use of third-party services, CDNs, DNS providers, or integrations not managed by Provider;
    4. traffic, requests, or processes that exceed the capabilities of the Live Site, Hosting Plan, or Services;
    5. unauthorized access to or use of the Services; and
    6. changes to the Services made by parties other than Provider.
  4. Staging Environments — any Downtime affecting staging, development, or other non-production environments. The Service Availability target and SLA Credits apply only to Live Sites as defined in Section 1.

6. Additional Terms

Provider’s monitoring systems are the primary basis for determining Downtime and Service Availability. In the event of a dispute, Customer may submit data from independent third-party monitoring services for Provider’s review. Provider will consider such data in good faith; however, where a discrepancy exists between Provider’s monitoring data and Customer’s third-party data, Provider’s monitoring data will prevail.

This SLA states Customer’s sole and exclusive remedy for any failure by Provider to meet the Service Availability target.