Service Level Agreement (SLA)


Standard Premium Enterprise
Price Included 10% / €500 20% / €1000
Uptime >=99.9% >=99.95% >=99.99%
Monitoring 24/7 24/7 24/7
Support Business Hours Business Days 24/7
Support channels Email Chat Phone
Support response 2 days 1 day 8 hours
Incidents P1 8 hours 4 hours 2 hours
Maintenance Business Hours Business Days Maintenance Window
Security patches 2 weeks 1 week 1 week
Upgrades 4 weeks 2 weeks 1 week
Backup retention 7 days 14 days 30 days
Compensation 50% 75% 100%





During the Term of the Agreement under which Stellar Hosted has agreed to provide Service to Customer (as applicable, the "Agreement"), the respective covered Service will provide a monthly Uptime Percentage to Customer as follows (each, a "Service Level Objective" or "SLO").


Standard Premium Enterprise
Uptime >=99.9% >=99.95% >=99.99%


To ensure optimal performance of the Services, Stellar Hosted performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services.


CVE stands for Common Vulnerabilities and Exposures. It is a list or database of publicly disclosed cybersecurity vulnerabilities and exposures. Each entry in the CVE database is uniquely identified by a CVE ID (e.g., CVE-2021-44228), providing a standardized identifier for a specific vulnerability. This allows for efficient sharing of data across various security tools and services, facilitating the coordination and mitigation of vulnerabilities among different parties. The CVE system helps in the identification, assignment, and referencing of vulnerabilities.

CVSS, or Common Vulnerability Scoring System, is a standardized framework for rating the severity of security vulnerabilities. CVSS scores provide a way to capture the principal characteristics of a vulnerability and produce a numerical score reflecting its severity. The score ranges from 0 to 10, with 10 being the most severe. This system helps organizations prioritize their response and resources according to the severity of the vulnerabilities they are dealing with. CVSS scores are divided into three metric groups: Base, Temporal, and Environmental, each addressing different aspects of vulnerability management.

Severity Score
None 0
Low 0.1 - 3.9
Medium 4.0 - 6.9
High 7.0 - 8.9
Critical 9.0 - 10.0


The SLA does not apply to any:

Financial compensation

A percentage of the price on a month basis for covered Service which does not meet Service Level Objective that will be credited to future recurring invoices of Customer.

Uptime Standard Premium Enterprise
99.0% - < 99.9 / 99.95 / 99.99 10% 25% 50%
95.0% - < 99.0% 25% 50% 75%
< 95.0% 50% 75% 100%



Support requests

Prior to making a Support Request to Stellar Hosted, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Stellar Hosted.


Acknowledgement and Resolution

Procedures for acknowledgement and resolution of Support Requests.

Response times

Priority Standard Premium Enterprise
P1 - Critical Impact 8 hours 4 hours 2 hours
P2 - High Impact 12 hours 8 hours 4 hours
P3 - Medium Impact 2 days 1 day 8 hours
P4 - Low Impact 7 days 3 days 1 day

Resolution times

We will always endeavour to resolve problems as swiftly as possible but are unable to provide guaranteed resolution times.

This is because the nature and causes of problems can vary enormously, in all cases, we will make its best efforts to resolve problems as quickly as possible.

We love open source

We contribute 10% of our revenue back to 56 open source projects

Directly to projects, via GitHub Sponsors and Open Collective.