Service Level Agreement (SLA)

Uptime Commitment: WPinEU strives to maintain a 99.9% uptime standard for our free web hosting infrastructure, providing robust and reliable European servers for educational, personal, and small business web projects.

1. Service Availability Targets

WPinEU commits to the following infrastructure service targets:

2. Uptime Calculation & Exclusions

Service uptime is calculated on a calendar-month basis across all public HTTP endpoints. Uptime excludes:

• Scheduled maintenance windows announced at least 48 hours in advance.
• Outages caused by client misconfiguration, unpatched WordPress plugins, or broken scripts.
• External network transit issues beyond the border routers of our EU datacenter facilities.
• Suspension of accounts resulting from Acceptable Use Policy violations or DSA court orders.

3. Scheduled Maintenance Windows

To ensure high stability and apply kernel and security patches:

• Routine maintenance is performed during off-peak European hours (typically 02:00 to 06:00 CET).
• Scheduled windows are limited to a maximum of 4 hours per month.
• Emergency security patches required to mitigate zero-day vulnerabilities may be applied immediately.

4. Continuous Monitoring & Telemetry

Our automated systems monitor infrastructure health continuously:

• HTTP and HTTPS response verification on all frontend LiteSpeed nodes.
• MySQL database connection latency and InnoDB query response times.
• Automated SSL certificate renewal telemetry and validity alerts.
• IMAP/SMTP electronic mail service availability.
• Hardware RAID 10 disk health, NVMe temperature, and ECC RAM telemetry.

5. Incident Response & Escalation

In the event of an infrastructure anomaly:

• Detection: Automated alerts trigger within 5 minutes of any service interruption.
• Technical Response: Senior systems engineering team is engaged immediately.
• Communication: Incident notices and progress updates are posted to the live status page.

6. Automated Daily Backups (JetBackup)

WPinEU runs daily automated snapshots using JetBackup. Backups capture entire accounts, including public_html files, MySQL databases, SSL configurations, and email inboxes, retained across isolated EU backup storage nodes. Customers can perform point-in-time restores directly inside cPanel.

7. Security Commitments

All hosting nodes benefit from enterprise security defenses:

• CloudLinux Lightweight Virtual Environment (LVE) isolating account resources.
• CageFS virtualized file system preventing cross-tenant visibility.
• ImunifyAV automated signature-based scanning for malware and web shells.
• Network-level DDoS mitigation protecting against volumetric network attacks.

8. Technical Support Response Standards

Support inquiries submitted via the Client Area ticket system or email receive priority handling:

• Critical Outages: Targeted human response within 4 hours.
• Standard Technical Inquiries: 24 to 48 hours during European business days.

9. Contact for SLA Issues

For questions regarding infrastructure performance or service level commitments, please email support@wpineu.com or check the real-time status page at https://uptime.wpineu.com.