Service Level Agreement (SLA)

Last updated 21 August 2026. Uptime targets, definitions, exclusions and how to claim service credits.

BlueGorilla Service Level Agreement

This SLA defines monthly uptime commitments per hosting plan tier, how uptime/downtime are measured, events excluded from SLA calculation, and the service-credit remedy. Capitalised terms not defined here carry the meaning from our Terms of Service. This SLA is incorporated into and forms part of the Terms of Service.

1. Service tiers and monthly uptime commitments

Product family	Tier	Monthly uptime %	Max equivalent downtime/month
Shared	Gorilla Starter	99.9%	≈ 43m 50s
Shared	Gorilla Growth ★	99.95%	≈ 21m 55s
Shared	Gorilla Scale	99.99%	≈ 4m 22s
Reseller	Reseller Mini ★	99.95%	≈ 21m 55s
Reseller	Reseller Pro	99.99%	≈ 4m 22s
WordPress	WP Personal	99.9%	≈ 43m 50s
WordPress	WP Business ★	99.99%	≈ 4m 22s

Note 1: Shared/Reseller/WP only. VPS/Dedicated/MSA per signed MSA. Domains, email deliverability, propagation outside Cloudflare, SSL issuance from 3rd-party CAs, consultancy projects do not fall under this SLA.

2. Definitions

Uptime %

((Total minutes in AEST/AEDT calendar month − Downtime minutes) ÷ Total minutes) × 100.

Downtime

Consecutive minutes of Outage state declared when 2 of 3 independent monitors agree: (a) probe file on bare server IP (not proxied) returns non-2xx or TCP timeout for ≥5 consecutive minutes; (b) cPanel/WHM ports simultaneously unresponsive from same monitor. Short blips <5 minutes are aggregated per rule 2.1.

Aggregation rule 2.1

Blips <5 minutes within any rolling 30-minute window combine into one contiguous block from first failure to last recovery (prevents 4m59s gaming).

Scheduled Maintenance

Announced ≥48 hours in advance. Typical window: Tue/Thu nights 23:30–02:30 Melbourne. Only duration exceeding 2× published window counts as Downtime.

External Monitoring Location

≥ 2 independent third-party locations (currently HetrixTools Sydney + UptimeRobot Melbourne) + BlueGorilla Nagios in separate ASN. 2 of 3 agreement required.

Service Credit

Non-refundable, non-transferable, non-cash-redeemable account credit against future invoices for the same service. Expires 12 months; forfeit on cancellation.

MRR (Monthly Recurring Revenue)

Base monthly fee (excluding setup, addons, SSL, domains, GST). Annual/multi-year MRR = total paid ÷ service months.

3. SLA exclusions — what does NOT count as Downtime

Cloudflare/CDN edge 522/524/525/526/530 errors (claim via Cloudflare own 100% SLA instead — no duplicate credits).
Your app breaks: bad plugin/theme, WSOD, PHP version mismatch, custom 500, OOM, app deadlock, poor queries → CloudLinux LVE suspension.
Ignoring our explicit 48-hour prior advice to fix a known issue (bad plugin, expired cert, bad DNS record).
Regional RSP/ISP issues where 2/3 monitors still show service up.
Domain misconfiguration or expiry: wrong NS, expired domain, DS/DNSSEC KSK mismatch, clientHold, WHOIS verification fail.
Account suspension/termination under Terms of Service (non-payment, AUP, court orders, auDA).
cPanel L.L.C. shipped LTS regressions (unless we fail to apply vendor hot-fix within 24h AND qualifying outage results).
Force majeure per Terms clause 14.
Single monitor false positive (needs 2 of 3 agreement).
Ancillary protocols POP3/IMAP/FTP down while HTTP serves normally (HTTP is the primary measure).
DNS propagation time to third-party resolvers after a record change (TTL-ignoring ISP caches).

4. Service Credit schedule (% of MRR)

99.9% tier (Starter / WP Personal)

Actual monthly uptime %	Service credit (% of MRR)
< 99.9% but ≥ 99.8%	10%
< 99.8% but ≥ 99.5%	25%
< 99.5% but ≥ 99.0%	50%
< 99.0%	100%

99.95% tier (Growth / Reseller Mini)

Actual monthly uptime %	Service credit (% of MRR)
< 99.95% but ≥ 99.9%	15%
< 99.9% but ≥ 99.8%	30%
< 99.8% but ≥ 99.5%	50%
< 99.5%	100%

99.99% tier (Scale / Reseller Pro / WP Business)

Actual monthly uptime %	Service credit (% of MRR)
< 99.99% but ≥ 99.95%	25%
< 99.95% but ≥ 99.9%	40%
< 99.9% but ≥ 99.8%	60%
< 99.8%	100% + upgrade/voluntary exit review (clause 6)

Maximum aggregate credits per month = 100% of MRR. Credits cannot be stacked across your own end-customer SLAs you offer — BlueGorilla is only directly liable to you, the account holder.

5. Credit claim procedure

Client must be in good standing (all invoices paid up to date for claim month).
Open ticket subject line SLA Credit Claim — YYYY-MM via Client Area → Support → Open Ticket.
Include: (a) service ID / primary domain, (b) outage start/end times in Melbourne time or TZ offset, (c) any corroborating evidence (monitor screenshots, traceroutes), (d) statement that this was hosting HTTP downtime (not Cloudflare edge/ISP/domain).
Deadline: claim must be opened within 5 business days after end of the affected month. Late claims are waived.
BlueGorilla responds within 10 business days with approval or denial + explanation (cross-checked against 2/3 monitors + clause 3 exclusions).
If approved: credit applied to your balance and visible at Client Area → Billing → Credits within 3 business days. It auto-applies to the next renewal invoice for the same service.
One escalation: "Director review" within 5 business days of denial. Director decision final and binding for that claim month.

6. Repeated SLA misses on 99.99% tiers

Two 100% credit approvals on the same 99.99% tier service in any rolling 6-month period → we offer you, at no extra cost, EITHER (a) migration to a dedicated/VPS configuration sized to your workload, OR (b) pro-rata refund of the remaining pre-paid term. 30 days to accept; silence = option (b) taken at end of paid cycle.

7. Support priority response targets (not uptime SLA)

Ticket priority	Definition	Initial response target (Melbourne 9–5:30 business hours)
P1 Critical	Total outage, suspected compromise, data loss, active malware/defacement	< 15 min (Premium tiers) / < 30 min (Growth) / < 1 hour (Starter)
P2 High	Major feature broken (checkout, cPanel login, inbound email)	< 1 hour (Premium) / < 4 hours (Starter)
P3 Normal	How-to, billing question, minor bug with workaround, pre-sales	< 1 business hour (Premium) / < 1 business day (Starter)
P4 Low	Feature suggestion, cosmetic issue, non-urgent feedback	3 business days or batched into monthly release notes

After-hours 24/7 P1 only on Reseller Pro / Gorilla Scale via MSA/Care Plan add-on. All others Mon–Fri 9am–5:30pm.

8. Interaction with other remedies

30-day MBG (Terms clause 12) and SLA credits are mutually exclusive for the same period. You choose one.
SLA credits are your sole monetary remedy for hosting uptime failures except where ACL forbids limitation.
If one incident triggers both SLA failure AND security incident/data loss, the two liability caps are cumulative.

9. Transparency and SLA changes

Quarterly public SLA performance report at /sla-report: aggregate uptime % per tier across all active clients, plus a postmortem listing of every P1 incident by date with summary. We commit to not doctoring monitoring data.

Changes that LOWER your tier target or materially restrict claims: 30-day client area banner notice. Old SLA applies to remainder of your current paid billing cycle.

10. SLA contact

BlueGorilla SLA / Operations Team · sla@bluegorilla.au · (use Client Area ticket channel for claims per clause 5) · 1300 844 401 (after-hours P1 only on approved plans).