Hosting Service Level Policy

This Hosting Service Level Policy ("Policy") explains the service levels, availability targets, maintenance rules, support expectations, exclusions, and limitations that apply to hosting-related services provided or managed by Webline Masters, LLC ("Webline Masters," "Company," "we," "us," or "our").

This Policy applies when you purchase or use hosting, managed hosting, reseller hosting, server-based hosting accounts, hosting support, or related infrastructure services from Webline Masters.

This Policy should be read together with our Terms of Service, Privacy Policy, Refund & Cancellation Policy, Website Care Terms, and any proposal, invoice, hosting plan, service description, or written agreement related to your hosting service.

If a specific hosting plan, invoice, or written agreement includes different service levels, the more specific written terms will apply to that service.

Company: Webline Masters, LLC

Website: weblinemasters.com

Email: [email protected]

Phone: +201558205586

Address: 1111B S Governors Ave, Dover, Delaware 19904, United States

This Policy is designed to explain what clients can reasonably expect from Webline Masters when we provide or manage hosting-related services.

Hosting services may involve Webline Masters’ own server infrastructure, reseller hosting accounts, control panel access, managed hosting support, or third-party hosting providers.

This Policy does not guarantee uninterrupted service, error-free operation, complete protection from attacks, or permanent availability. It provides a practical framework for availability targets, maintenance, support, and responsibilities.

This Policy may apply to:

• Hosting accounts provided through Webline Masters-managed infrastructure.

• Hosting accounts created through reseller or control panel environments.

• Managed hosting support for websites hosted with third-party providers.

• Server setup and hosting configuration.

• DNS, SSL, migration, backup, monitoring, and technical hosting support.

• Hosting included inside a Website Care or monthly support plan.

• Any other hosting-related service specifically described in a proposal, invoice, or written agreement.

The exact hosting features, limits, resources, access level, support scope, backup frequency, and availability target depend on the selected plan or agreement.

In some cases, Webline Masters may help you purchase, configure, or manage hosting from third-party providers such as Hostinger or similar hosting companies.

When hosting is provided by a third-party provider:

• The third-party provider’s own terms, acceptable use policy, service levels, refund policy, and technical limitations apply.

• We are not responsible for outages, restrictions, suspensions, pricing changes, support delays, data loss, or policy changes caused by that provider.

• Our ability to resolve issues may depend on the provider’s systems, support team, and access permissions.

• Any uptime commitment from the third-party provider is governed by that provider’s own SLA or terms.

Webline Masters may assist with support and communication, but we cannot guarantee the performance or availability of third-party infrastructure that we do not control.

Unless a specific plan or written agreement states otherwise, Webline Masters aims to maintain strong hosting availability for hosting services directly provided or managed by us.

Our general availability target is:

99.5% monthly availability for eligible hosting services directly provided through Webline Masters-managed infrastructure.

Some higher-tier plans or specific agreements may include a higher target, such as:

99.9% monthly availability, if expressly stated in the selected plan or written agreement.

Availability targets are measured monthly and apply only to eligible covered hosting services.

Availability targets do not apply to third-party platforms, client-side issues, DNS providers outside our control, domain registrars, external APIs, payment gateways, email providers, advertising platforms, or services not hosted or controlled by Webline Masters.

Availability may be measured using Webline Masters’ monitoring tools, server logs, hosting control panel data, uptime monitoring tools, or other reasonable technical records.

A service may be considered unavailable when the hosted website or hosting service is unreachable due to an issue within the covered hosting environment controlled by Webline Masters.

Availability is generally calculated for a calendar month as follows:

Monthly Availability = Total minutes in the month minus eligible downtime, divided by total minutes in the month.

Only eligible downtime caused by the covered hosting environment may count toward availability calculations.

Scheduled maintenance may be required to keep hosting services secure, updated, stable, and reliable.

Scheduled maintenance may include:

• Server updates

• Security patches

• Control panel updates

• Software upgrades

• Hardware or infrastructure maintenance

• Backup system maintenance

• Network or firewall changes

• Emergency security changes

Where practical, we will try to schedule maintenance during lower-traffic periods and provide notice when the maintenance is expected to affect availability.

Scheduled maintenance is excluded from downtime calculations.

Emergency maintenance may be performed without advance notice if needed to protect security, stability, data, infrastructure, or other clients.

The following are not counted as eligible downtime under this Policy:

• Scheduled maintenance

• Emergency maintenance

• Third-party provider outages

• Domain registrar issues

• DNS misconfiguration or DNS propagation delays

• Client-side changes or errors

• Expired domains

• Unpaid invoices

• Suspended third-party accounts

• Expired licenses

• Payment gateway issues

• External API failures

• CDN or Cloudflare issues not controlled by us

• Email provider issues

• Internet routing issues

• Browser, device, or local network issues

• Malware, spam, phishing, or abuse caused by the client or website users

• DDoS attacks or cyberattacks

• Resource abuse or traffic spikes beyond the selected plan

• Website code errors

• Plugin or theme conflicts

• CMS updates or third-party software failures

• Client-installed scripts or unsafe software

• Force majeure events

• Law enforcement or government actions

• Suspension due to violation of our Terms of Service

• Any issue outside Webline Masters’ reasonable control

Hosting plans may include limits on:

• Storage

• Bandwidth

• CPU usage

• RAM usage

• Database usage

• Email usage

• Number of websites

• Number of files

• Backups

• Cron jobs

• Processes

• Inodes

• Control panel features

• Other technical resources

You must use hosting resources fairly and within the limits of your selected plan.

If your website uses excessive resources, affects server stability, creates risk for other users, or exceeds plan limits, we may:

• Notify you and recommend an upgrade.

• Apply technical limits.

• Temporarily restrict resource-heavy processes.

• Move the website to a higher plan.

• Quote dedicated resources or custom hosting.

• Suspend service if the usage creates urgent risk.

Backup availability, frequency, retention period, and restoration support depend on the selected hosting plan, Website Care plan, server environment, and available tools.

Backups may be daily, weekly, monthly, manual, automated, hosting-based, plugin-based, cloud-based, or handled by a third-party provider.

Unless expressly stated in writing:

• Backups are not guaranteed to be complete.

• Backups are not guaranteed to be permanent.

• Backups are not guaranteed to be error-free.

• Backups are not guaranteed to be restorable in every situation.

• Backup restoration may require a separate fee.

You are responsible for keeping your own independent copies of important files, databases, business data, product data, emails, customer records, and any critical information.

Webline Masters takes reasonable measures to help protect hosting environments, such as security updates, monitoring, firewalls, access controls, SSL support, and abuse prevention where applicable.

However, no hosting service can be guaranteed to be completely secure.

Security risks may arise from:

• Weak passwords

• Outdated software

• Vulnerable plugins or themes

• Client-side changes

• Malware

• Phishing

• Compromised accounts

• Insecure code

• Third-party integrations

• Server abuse

• DDoS attacks

• Human error

• Unpatched third-party software

You are responsible for keeping your website content, software, users, credentials, and business practices secure.

We may suspend, isolate, restrict, or remove any website, file, script, email account, or process that creates a security risk or threatens the stability of the hosting environment.

Hosting support may include reasonable assistance with:

• Hosting account access

• Control panel questions

• Basic DNS guidance

• SSL installation or renewal support

• Website migration support if included

• Backup or restoration support if included

• Server-related troubleshooting

• Resource usage review

• Uptime monitoring review

• Hosting-related technical issues

• Basic email hosting guidance if included

Hosting support does not automatically include:

• Website redesign

• New development work

• Plugin development

• SEO work

• Content writing

• Product uploads

• Paid ads support

• Complex email deliverability consulting

• Custom server architecture

• Malware cleanup unless included or quoted separately

• Fixing issues caused by third-party plugins, themes, APIs, or client-side changes

• Fixing issues caused by other developers or agencies

• Support for platforms not managed by Webline Masters

Out-of-scope work may require a separate quote or support fee.

Hosting support may be provided through:

• Email

• WhatsApp

• Website live chat

• Approved client communication channels

• Ticketing systems if introduced in the future

For complex or sensitive issues, we may require written details, screenshots, logs, access confirmation, or formal approval before taking action.

Unless a specific plan states otherwise, normal hosting support requests are usually reviewed within:

1–2 business days.

Urgent hosting issues are handled as soon as reasonably possible, depending on severity, plan level, availability, access, third-party involvement, and whether emergency support is included or approved.

Some plans may include faster response times or priority support.

Response time means the time to acknowledge or begin reviewing a request. It does not guarantee full resolution within that time.

Resolution time depends on the cause, complexity, access, provider involvement, client response, and scope of the selected plan.

Emergency hosting issues may include:

• Website completely unavailable

• Critical server error

• Serious security warning

• Malware or suspicious redirect

• Critical SSL failure

• Major DNS issue

• Hosting account suspension

• Database connection failure

• Critical checkout or form failure caused by hosting

• Server resource incident affecting the website

Emergency support may be included in some plans or billed separately.

We do not guarantee immediate resolution for emergency issues involving third-party providers, expired domains, unpaid invoices, external DNS providers, malware, unsafe code, attacks, missing access, or issues outside our control.

To maintain reliable hosting service, you agree to:

• Pay hosting invoices on time.

• Keep domain registration active.

• Keep third-party accounts active and paid.

• Use strong passwords.

• Avoid unsafe, nulled, pirated, or unlicensed software.

• Avoid spam, phishing, malware, or illegal activity.

• Keep website software reasonably updated.

• Provide access when support is needed.

• Inform us before making major technical changes.

• Avoid using the hosting service for resource abuse.

• Maintain your own copy of important business data.

• Follow our Terms of Service and acceptable use requirements.

We are not responsible for downtime, data loss, suspension, or technical issues caused by failure to meet these responsibilities.

You may not use hosting services for:

• Illegal activity

• Fraud

• Phishing

• Malware

• Hacking

• Credential theft

• Spam

• Bulk unsolicited email

• Scam websites

• Counterfeit goods

• Pirated software

• Nulled plugins or themes

• Copyright infringement

• Botnets

• Crypto mining

• Resource abuse

• Attacks on other systems

• Content or activity that violates applicable laws, platform rules, hosting provider rules, or payment provider rules

We may suspend or terminate hosting immediately if we detect or reasonably suspect prohibited use.

We may suspend or terminate hosting services if:

• Payment is overdue.

• The website creates security risk.

• The account uses excessive resources.

• The website contains malware, phishing, spam, or illegal content.

• The client violates our Terms of Service.

• A third-party provider suspends or restricts service.

• Required access or cooperation is not provided.

• Continuing the service creates legal, security, operational, or reputational risk.

Suspension or termination does not cancel amounts already owed.

Reactivation may require payment of overdue invoices, renewal fees, third-party fees, cleanup costs, restoration fees, migration fees, or a reactivation fee.

Unless a specific hosting plan or written agreement states otherwise, Webline Masters does not provide automatic service credits, refunds, or financial compensation for downtime.

If service credits are expressly included in your hosting plan, they will be the sole and exclusive remedy for eligible downtime.

Service credits, where applicable, may only be applied as a credit toward future hosting fees and will not be issued as cash refunds unless required by law or agreed in writing.

Service credits do not apply to downtime caused by exclusions listed in this Policy.

To request a service credit, you must contact us within 7 days after the end of the month in which the downtime occurred and provide reasonable details about the incident.

Any approved credit will be limited to the affected hosting service only and will not apply to other services, projects, third-party fees, domain fees, licenses, or completed work.

Although backups and recovery tools may be available depending on the plan, Webline Masters is not responsible for data loss caused by:

• Client-side deletion

• Client-side changes

• Malware

• Weak passwords

• Third-party provider failure

• Expired hosting or domain services

• Unpaid invoices

• Website code issues

• Plugin or theme conflicts

• Failed updates

• Server abuse

• Force majeure events

• Lack of available backup

• Any issue outside our reasonable control

Restoration support may be included, limited, or billed separately depending on the selected plan and the cause of the issue.

Website migration, hosting transfer, DNS transfer, email migration, backup preparation, or handover support may be included in some plans or billed separately.

Migration timelines are estimates and may depend on:

• Website size

• Database size

• Hosting provider access

• DNS propagation

• Email configuration

• Third-party restrictions

• Malware or technical issues

• Client approval and cooperation

We are not responsible for downtime or data loss caused by inaccurate access, external provider limitations, DNS propagation, email misconfiguration, expired domains, or client-side actions.

If email hosting or email-related support is included in a plan, it will be described in the proposal, invoice, or hosting plan.

Email services may be affected by spam filtering, DNS records, blacklists, third-party providers, mailbox limits, sending limits, user behavior, or email client configuration.

We do not guarantee email deliverability, inbox placement, spam-free operation, or uninterrupted email service unless expressly stated in a specific written agreement.

Bulk email, spam, phishing, or abusive email use is prohibited.

We may update hosting plans, resource limits, pricing, support scope, or technical features from time to time.

For active paid services, material commercial changes will not apply retroactively during the current paid period unless required for security, legal, technical, provider, or operational reasons.

If a third-party provider changes pricing, limits, policies, availability, or service features, we may need to update the related hosting plan or fees.

Hosting services are technical infrastructure services.

They do not guarantee:

• Sales

• Leads

• Revenue

• SEO rankings

• Advertising results

• Traffic growth

• Customer behavior

• Conversion improvements

• Approval by third-party platforms

Website performance and business results depend on many factors outside the hosting service, including website code, content, marketing, offer quality, third-party tools, traffic, and user behavior.

To the maximum extent permitted by law, Webline Masters, LLC is not responsible for indirect, incidental, special, consequential, exemplary, or punitive damages, including lost profits, lost revenue, lost data, business interruption, loss of goodwill, or cost of substitute services.

Our total liability for claims related to hosting services will not exceed the amount paid by you for the affected hosting service during the three months before the event that caused the claim, unless a different limit is required by law or agreed in writing.

We may update this Hosting Service Level Policy from time to time.

When we update this Policy, we will revise the "Last updated" date at the top of this page.

For active paid hosting services, material changes will not retroactively change the commercial terms already agreed unless required by law, agreed in writing, or necessary for security, legal, provider, technical, or operational reasons.

If you have questions about this Hosting Service Level Policy, please contact us:

Webline Masters, LLC 1111B S Governors Ave Dover, Delaware 19904 United States

Email: [email protected]

Phone: +201558205586