1. Uptime Commitments

Service Tier	Monthly Uptime Target	Applies To
Shared Hosting	99.9%	Starter, Pro, Business
Multi-site Hosting	99.9%	Starter Multi, Business Multi, Agency
VPS Hosting	99.9%	Basic, Pro, Enterprise VPS
Dedicated Servers	99.9%	Basic, Pro, Max Dedicated
Enterprise	99.95%	Enterprise — custom SLA available, contact sales

Uptime is measured on a rolling calendar month basis. A service is considered "unavailable" when it fails to respond to HTTP requests from our monitoring nodes for more than 3 consecutive minutes.

2. Exclusions

The following are excluded from uptime calculations and do not constitute downtime:

• Scheduled maintenance windows communicated at least 24 hours in advance
• Emergency maintenance required to address active security threats
• Downtime caused by customer actions, misconfigurations, or customer-installed software
• Downtime caused by third-party services, APIs, or networks outside CIMHost's control
• Force majeure events including natural disasters, acts of government, or large-scale internet outages
• Accounts suspended for non-payment or policy violations
• DNS propagation delays following customer-initiated changes

3. Service Credits

If CIMHost fails to meet the uptime commitment in any calendar month, you are entitled to a service credit:

Monthly Uptime Achieved	Credit (% of Monthly Fee)	Description
99.0% – 99.9%	10%	Minor disruption
95.0% – 98.99%	25%	Significant disruption
Below 95.0%	50%	Major outage

Credits are calculated as a percentage of your base monthly plan fee, excluding domains, add-ons, and one-time charges. Credits are applied to your account balance and may be used against future invoices. Credits are not redeemable for cash.

4. How to Claim a Credit

• Submit a request to support@cimhost.com within 15 days of the end of the affected month
• Include your account username, affected domain or service, and dates and times of the disruption
• CIMHost will review against our monitoring records within 10 business days
• Approved credits will be applied to your account within 2 billing cycles

5. Support Response Targets

Priority	Description	First Response	Applies To
Critical	Service completely down	2 hours	All plans
High	Significant performance degradation	4 hours	All plans
Normal	General support requests	24 hours	All plans
Low	Billing, account queries	48 hours	All plans
Priority SLA	All tickets	1 hour	Enterprise, Dedicated Pro/Max

Response times are measured from ticket receipt during business hours (09:00–18:00 SGT, Monday to Friday). Critical issues are monitored 24/7 for Enterprise and Dedicated Pro/Max customers.

6. Planned Maintenance

CIMHost schedules routine maintenance during low-traffic windows (typically 02:00–06:00 SGT). We publish maintenance notices at status.cimhost.com and send email notifications at least 24 hours in advance for planned maintenance windows exceeding 15 minutes.

Emergency maintenance may be performed without advance notice when required to address active security threats. We will post updates on the status page throughout any emergency event.

7. Sole Remedy

The service credits described in this SLA are your sole and exclusive remedy for any failure by CIMHost to meet its uptime commitments. Credits do not entitle you to a cash refund and do not affect your rights under the 45-day Money-Back Guarantee during the eligible period.

8. Status Page

9. Changes to This SLA

CIMHost may update this SLA with 30 days written notice. Changes will be posted at cimhost.com/legal/sla. Continued use of our Services after the effective date constitutes acceptance.

10. Contact

Purpose	Email
Technical support & SLA claims	support@cimhost.com
Enterprise SLA enquiries	sales@cimhost.com