Service Level Agreement

Effective from 26 May 2026 · Version 1.0 · Telephone support hours updated 10 September 2026.

This SLA defines service availability, response times and credits between Resaco Oy, Finnish business ID 3259870-5, and the customer. It forms part of the service agreement.

1. Availability targets

Availability is measured as a calendar-month average: available minutes divided by all minutes in that month, multiplied by 100.

2. Measurement

An external monitoring service checks the customer's website every minute from at least three geographical locations. The website is considered unavailable when two consecutive measurement cycles fail simultaneously from different locations.

Availability information is published on the ResaHost status page. Customers may request an individual availability report through support.

3. Excluded interruptions

The following do not reduce the measured availability percentage:

• Scheduled maintenance: announced at least 48 hours in advance, totalling no more than four hours per month and primarily scheduled overnight, 22:00–06:00 EET.
• Force majeure: natural disasters, war, strikes, official orders and interruptions at Hetzner or another infrastructure provider beyond ResaHost's control.
• Customer error: incorrect DNS changes, faulty plugins installed by the customer, crashes caused by customer code or exceptional load.
• Third-party services: payment processing, analytics, CDN or other external services integrated by the customer and outside ResaHost's control.
• DDoS attacks lasting more than 30 minutes: treated as exceptional events. Shorter attacks remain included in normal measurement.

4. Support response times

A response time is the time from receiving a support request to the first response, not the time needed to resolve it. Telephone support is available on weekdays, 09:00–16:00 Finnish time, on every plan.

Finnish local time follows the Europe/Helsinki time zone, with EET in winter and EEST in summer.

5. Credits for missed availability targets

If availability falls below the agreed target, the customer is entitled to a credit calculated from that month's subscription fee excluding VAT. The credit is automatically applied to the following month's invoice.

Pro and Premium

Basic

6. Requesting a credit

The customer requests a credit in writing from [email protected] within 30 days after the end of the month in which the breach occurred. The request includes the customer identifier, plan, timing and duration of the interruption, and any supporting observations.

ResaHost handles the request within 14 days and applies the credit to the next invoice. If the customer relationship has ended, payment is made to the customer's bank account.

Credits are capped at 100% of that month's plan fee. They are the sole compensation for an SLA breach unless otherwise required by law.

7. Changing plans

The customer may change plans at any time. The new SLA level takes effect at the beginning of the next billing period. The previous plan's SLA applies to the period before the change.

8. Other terms

SLA credits do not exclude other remedies provided by law or agreed in the general conditions. Missing the availability target for three consecutive months entitles the customer to terminate immediately without a notice period.

Questions: [email protected] or +358 40 5611 411. See the current plan comparison for the service included in each plan.