1. Overview
This Service Level Agreement ("SLA") defines the performance and availability commitments that Laravel ("Company," "we," "us," or "our") guarantees to its customers ("Customer," "you," or "your") for all hosting services. This SLA is incorporated into and forms part of our Terms of Service.
2. Service Commitment
Laravel guarantees 99.9% network uptime for all production hosting services, measured on a calendar month basis. This commitment covers:
- Network Availability: Upstream network connectivity to our data centers, including all core routers, switches, and transit links
- Server Hardware: Physical server components including processors, memory, storage, and power supplies
- Storage Infrastructure: SAN, NAS, and NVMe storage arrays powering customer hosting accounts
- Power Systems: Redundant UPS systems, backup generators, and automatic transfer switches at our data center facilities
3. Uptime Calculation
Monthly uptime percentage is calculated using the following formula:
Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100
Where:
- Total Minutes = the number of minutes in the calendar month (e.g., 43,200 for a 30-day month)
- Downtime Minutes = the total minutes of qualifying downtime during the month, as recorded by our internal and third-party monitoring systems
"Downtime" begins when we confirm the service interruption (either through automated monitoring alerts or a customer-filed support ticket) and ends when the service is restored and operational.
4. Exclusions
The following events and circumstances are excluded from uptime calculations and do not qualify for SLA credits:
- Scheduled Maintenance: Planned maintenance windows announced at least 48 hours in advance via email, dashboard notification, or status page. We schedule maintenance during off-peak hours (typically 2:00 AM–6:00 AM local data center time) and aim for less than 4 hours of scheduled downtime per month
- Emergency Maintenance: Urgent, unplanned maintenance required to address critical security vulnerabilities, hardware failures threatening data integrity, or zero-day exploits. We will notify customers as soon as practicable
- Force Majeure: Events beyond our reasonable control, including natural disasters (earthquakes, floods, hurricanes), acts of war or terrorism, pandemics, government actions, widespread power grid failures, internet backbone disruptions, or failures of telecommunications providers
- Customer-Caused Issues: Downtime resulting from your actions, including misconfigured applications, exceeded resource limits, DDoS attacks targeting your services, or changes you made to your server/hosting configuration
- Third-Party Failures: Outages of upstream DNS providers, domain registrars, CDN services, or other third-party platforms not operated by Laravel
- Abuse/Violation Suspensions: Service suspensions resulting from violations of our Terms of Service or Acceptable Use Policy
5. Service Credit Schedule
If we fail to meet the 99.9% uptime guarantee in any calendar month, you may request service credits as follows:
| Monthly Uptime | Max Downtime | Service Credit |
|---|---|---|
| 99.0% – 99.9% | ≈ 44 min – 7.3 hrs | 10% of monthly fee |
| 95.0% – 99.0% | ≈ 7.3 hrs – 36 hrs | 25% of monthly fee |
| 90.0% – 95.0% | ≈ 36 hrs – 72 hrs | 50% of monthly fee |
| Below 90.0% | More than 72 hrs | 100% of monthly fee |
6. Credit Request Process
To request an SLA service credit:
- Submit a Request: Open a support ticket within 7 calendar days of the downtime event, selecting "Billing" or "SLA Credit" as the category
- Provide Details: Include the affected service(s), date/time range of the outage, a description of the impact, and any supporting evidence (monitoring screenshots, error logs, etc.)
- Review: Our operations team will verify the outage against our monitoring data within 5 business days
- Credit Issuance: Approved credits are applied to your account balance within 30 days and will offset your next invoice
Failure to submit a credit request within the 7-day window constitutes a waiver of your right to a credit for that specific outage.
7. Maximum Credit
The total service credits issued in any single billing period shall not exceed 100% of that period's recurring hosting fees. Credits are non-transferable between accounts and cannot be redeemed as cash, refund, or bank transfer. Credits do not apply to domain registrations, SSL certificates, or one-time services.
8. Hardware Replacement Guarantees
In the event of a hardware failure, Laravel commits to the following response and resolution times:
| Service Type | Response Time | Resolution Target |
|---|---|---|
| Shared Hosting | 15 minutes | Automatic failover within 1 hour |
| VPS Hosting | 15 minutes | Migration to new node within 1 hour |
| Cloud Hosting | Immediate | Automatic failover (typically < 60 seconds) |
| Dedicated Servers | 30 minutes | Hardware replacement within 4 hours |
9. Support Response Times
We maintain tiered support response commitments based on issue severity:
| Severity | Description | Response Time |
|---|---|---|
| Critical | Complete service outage, data loss risk | 15 minutes |
| High | Major feature degradation, significant impact | 1 hour |
| Medium | Minor issues, partial functionality loss | 4 hours |
| Low | General inquiries, how-to questions | 12 hours |
10. Monitoring & Transparency
We operate 24/7/365 monitoring of all servers and network infrastructure using both internal systems and independent third-party monitoring services. Our public status page provides real-time visibility into:
- Current operational status of all services and data centers
- Active and resolved incidents with detailed timelines
- Scheduled maintenance windows with expected impact and duration
- Historical uptime data for the past 90 days
11. Continuous Improvement
For any qualifying downtime event exceeding 30 minutes, we will conduct a thorough post-incident review and provide an incident report (Root Cause Analysis) to affected customers within 5 business days. This report will include the timeline of the incident, root cause analysis, impact assessment, corrective actions taken, and preventive measures to avoid recurrence.
12. SLA Modifications
We may update this SLA from time to time. Changes that reduce our service commitments will be communicated at least 30 days before taking effect. Changes that improve our commitments take effect immediately. Your continued use of our Services after changes take effect constitutes acceptance of the updated SLA.
Last updated: April 13, 2026