Legal

Service Level Agreement

Our published uptime targets, service credits, and support response commitments.

Effective Date

This Service Level Agreement ("SLA") is effective as of May 13, 2026. It is published by Nova Grid Hosting LLC, the operator of Nova Grid Hosting, and forms part of our Terms of Service. Our registered business address is:

Nova Grid Hosting LLC
#1035
62 NE 167th St
Miami, FL 33162
United States

Scope

This SLA applies to all paid hosting services delivered by Nova Grid Hosting, including shared web hosting, WordPress hosting, WooCommerce hosting, Joomla hosting, email hosting, and Minecraft game-server hosting. It does not apply to free trials, beta services, third-party services resold by Nova Grid (such as domain registrations, third-party SSL certificates, and add-on software licenses), or services explicitly marked "best-effort" at the time of purchase.

Definitions

  • Service Availability: the percentage of time in a calendar month during which the customer's service responds to standard health checks from outside our network.
  • Downtime: a sustained period of at least five (5) consecutive minutes during which Service Availability is zero, excluding Excluded Events defined below.
  • Monthly Billing Period: the calendar month in which the customer was billed for the affected service.
  • Service Credit: a credit applied to the customer's account, denominated in the same currency as the original invoice, redeemable against future invoices for the same service.

Service Availability Target

Nova Grid targets 99.9% monthly Service Availability for all in-scope services. This corresponds to a maximum of approximately 43 minutes of unscheduled Downtime per 30-day month.

Excluded Events

The following events do not count against Service Availability and do not entitle the customer to a Service Credit:

  • Scheduled maintenance windows announced at least 72 hours in advance via email, the status page, or in-panel notification
  • Emergency security maintenance required to patch active vulnerabilities, applied with as much advance notice as the threat allows
  • Force majeure events including natural disasters, war, civil unrest, government action, and pandemic-related disruption
  • Outages caused by third-party upstream providers (network carriers, datacenter operators, game-server infrastructure partners) where the underlying provider is responsible for the failure
  • DNS propagation delays following customer-initiated changes
  • Customer-caused issues including misconfiguration, exceeding plan resource limits, code errors, expired payment methods leading to suspension, or violations of the Acceptable Use Policy
  • Distributed denial-of-service (DDoS) or other attacks targeting the customer's specific service. We provide network-layer DDoS mitigation on all plans on a best-effort basis but do not guarantee complete mitigation of every attack vector.
  • Failure of customer-supplied software, plugins, themes, or third-party integrations
  • Issues affecting only services explicitly marked "beta," "preview," or "best-effort" at the time of purchase

Change Windows

To reduce risk to live services, Nova Grid concentrates non-emergency infrastructure changes (software updates, configuration changes, dependency upgrades, and similar internal work) into a standing weekly window:

  • Sunday, 9:00 AM to 6:00 PM ET. Routine changes are deployed during this window so the team is actively monitoring as they go live and any unexpected behavior surfaces while staff are on hand.

Emergency changes (active security incidents, payment-flow failures, real outages) are applied as needed, any time, with as much advance notice as the situation allows. Non-emergency changes will not be deployed after 6:00 PM ET on any day.

This standing change window is distinct from a "Scheduled maintenance window" under Excluded Events above. Most Sunday changes are invisible to customers and do not produce Downtime. If a specific Sunday change is expected to affect availability, Nova Grid announces it at least 72 hours in advance per the Excluded Events provision.

Service Credits

If Service Availability in a Monthly Billing Period falls below the 99.9% target due to a non-Excluded Event, the customer is entitled to a Service Credit on written request, calculated as a percentage of the monthly fee for the affected service:

  • 99.0% to 99.9%: 5% Service Credit
  • 95.0% to 99.0%: 10% Service Credit
  • Below 95.0%: 25% Service Credit

Total Service Credits in any single Monthly Billing Period are capped at 50% of the monthly fee for the affected service. Service Credits are the customer's sole and exclusive remedy for Service Availability shortfalls; they are not refundable to the original payment method except where required by law.

Support Response Targets

Nova Grid commits to acknowledging support tickets within the targets below, measured from the time the ticket is opened to the first substantive (non-automated) response from our team. Acknowledgement targets do not guarantee resolution within the same window; complex issues may require additional time.

  • Critical (entire customer service offline, active security incident, payment-system failure): 4-hour acknowledgement target, 24/7
  • High (significant degradation, partial outage, urgent billing issue): 12-hour acknowledgement target, 24/7
  • Normal (configuration help, account questions, non-urgent billing): 24-hour acknowledgement target, business days
  • Low (feature requests, general inquiries, informational): 48-hour acknowledgement target, business days

Customers may request a higher priority classification by stating the business impact in the ticket. Nova Grid reserves the right to reclassify tickets where the actual impact does not match the requested priority.

How to Claim a Service Credit

To claim a Service Credit, the customer must submit a written request via the support portal or by emailing support@novagridhosting.com within 30 days of the end of the Monthly Billing Period in which the qualifying Downtime occurred. The request must include:

  • The affected service identifier (account or domain name)
  • Approximate start and end times of each Downtime incident, with timezone
  • Any external monitoring data, error logs, or screenshots that document the Downtime

Nova Grid will review each request, verify against our internal monitoring, and respond with a determination within 14 business days. Approved Service Credits are applied to the customer's account on the next billing cycle.

Service-Specific Notes

Game-Server Hosting

Minecraft and other game-server hosting services run on infrastructure operated jointly by Nova Grid and a third-party upstream game-server provider. Service Availability is measured at the panel-and-network level. Nova Grid commits to the 99.9% target above and applies Service Credits per the schedule, but in cases where the underlying outage is attributable solely to the upstream provider, our liability is limited to the credit we ourselves receive from that provider, redistributed to the affected customer on a pro-rata basis.

Email Hosting

Email Service Availability covers IMAP, SMTP, and webmail access. Mail delivery delays caused by recipient-side filtering, greylisting, blocklists not maintained by Nova Grid, or recipient-server outages are not within our control and do not constitute Downtime under this SLA.

Domain Registrations

Domain registration, transfer, and DNS resolution at the registry level are governed by the policies of the relevant registry and registrar. Nova Grid does not offer Service Credits for issues arising from registry- or registrar-level outages, but will assist customers in escalating such issues at no additional cost.

Changes to This SLA

Nova Grid may update this SLA from time to time. Material changes that reduce a customer's existing entitlements will be emailed to account holders at least 14 days before they take effect. Continued use of the services after an update constitutes acceptance.

Contact

Trademark Notice

“Nova Grid Hosting” is a trademark of Nova Grid Hosting LLC. The “Nova Grid Hosting” word mark is the subject of a pending federal trademark application with the United States Patent and Trademark Office (Serial No. 99793639, filed April 29, 2026). All other product names, logos, brands, and marks identified on this site are the property of their respective owners.