Service Level Agreement


99.9% Uptime guarantee

Except under the conditions mentioned in the next section, if any of our service is less than 100% we will credit our services based on the following table

Our objective is to achieve an 100% uptime for our Services We Guarantee an 99.9% uptime on monthly basis for all of our services

Availability Credit Percentage Total Downtime/month
99.9% to 100% 0% up to 43min and 12 sec / month
98.00% to 99.89% 10% up to 14hours and 24minutes
95% to 97.99% 40% up to 36hours
less than and equal to 94.99% 100% more than 36hours

The account credit will be calculated basend on monthly equivalent of service charge for the affected services. Example: An 80€ annual package suffering an 97.3% uptime over a calendar month would be entitled to 50% of the monthly fee. 80€/12 months = 6,67€ per month, 30% of which is 3,34€.

Example: An 80€ annual package suffering an 97.3% uptime over a calendar month would be entitled to 50% of the monthly fee. 80€/12 months = 6,67€ per month, 30% of which is 3,34€.

Refund cannot be more than the total annual cost of the service affected.

Uptime guarantee exceptions

Maintenance Downtime

  •  OnLab will do it’s best to announce any scheduled maintenance at least 36 hours ahead of time to the customer.
  •  OnLab reserved the right to perform emergency maintenance without any prior notification, should it be deemed necessary to protect and maintain the security and integrity of the Service.


Customer shall not receive any credits under this SLA in connection with any failure of deficiency of Service Availability caused by or associated with:
  •  Circumstances beyond OnLab’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
  •  Failure of access circuits to the OnLab’s Network or it’s upstream providers, unless such failure is caused solely by OnLab;
  •  Scheduled maintenance and emergency maintenance and upgrades;
  •  NS issues outside the direct control of OnLab;
  •  Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of OnLab’s Terms of Service and Acceptable Use Policy;
  •  E-mail or webmail delivery and transmission;
  •  DNS (Domain Name Server) Propagation;
  •  Outages elsewhere on the Internet that hinder access to your account. OnLab is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. OnLab will guarantee only those areas considered under the control of OnLab : OnLab server links to the Internet, and OnLab’s servers.


In order to receive a credit, customer must make a request therefore by submitting a Support ticket from within the Customer Support Portal at In order to validate such claims customers must be logged into the portal at the time of submission. Each request in connection with this SLA must include customer’s account name (per customer’s control panel login) and the dates and times of the unavailability of customer’s Web site and must be received by OnLab within ten (10) business days after customer’s Web Site was not available. If the unavailability is confirmed by OnLab (and appointed third parties), credits will be applied within two months after OnLab’s receipt of customer’s credit request. Credits are not refundable and can be used only towards future billing charges.

Not with standing anything to the contrary here in, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by OnLab and are customer’s sole and exclusive remedy with respect to any failure or deficiency in the Web Site Availability of customer’s Web site.

Note: Credits are not refundable and can be used only towards future billing charges.


Support Guarantee

OnLab wants to achieve the best support for our customers. In order to achieve this, we guarantee to contact you as soon as possible, and give priority to Emergency Tickets

Piggy Bank

Money Back Guarantee

We are proud for our services and we offer refund, without questions, for all of our Services (except domains) and only for the First order.

Refund Rules
  •  Refund can be requested only once per client account.
  •  It covers all our services and the refund days are based on payment period.
  •  Monthly to annual packages you have 30 days period to request refund
  •  Biannual packages has 45 days period to request the refund
  •  If a Free domain is ordered, we cannot refund the cost of the domain, even though it was offered for FREE
  •  SSL certificates has only 5-days refund period, after Issuing day.
Non Refundable
  •  Setup fees
  •  Extra IP Addresses
  •  Dedicated servers
  •  Control panel orders are not refundable. If your receive a Free or Discounted Control Panel.
Domain Ownership
  •  All Domains even if this domains are free of charge, are owned by the customer.
  •  Registration Details for domains are passed through customer’s account Information.