Service level agreement — Website Guardians

Effective: 17 September 2026 · Provider: Kyoken Labs Inc., trading as Website Guardians

Availability commitment

We commit to 99.9% monthly availability of the hosting platform for your website.

99.9% permits approximately 43 minutes of downtime per month. We publish actual measured availability at websiteguardians.com/status, including during the months we miss.

Why not 99.99%? Because we would not be able to keep it, and an availability promise that gets quietly explained away the first time it matters is worse than a smaller one that holds. If a higher commitment is genuinely required for your business, it needs different infrastructure and we will scope and price it honestly.

How availability is measured

Availability is measured by our monitoring system, which requests your website's home page from outside our network at one-minute intervals.

Your site is counted as unavailable in any minute where two consecutive checks from at least two separate locations fail to receive a valid response. Requiring two locations avoids counting a fault on the monitoring path as a fault on your website.

Monthly availability is the number of available minutes divided by the total minutes in the month, excluding the periods listed below.

What is excluded

Scheduled maintenance, announced at least 72 hours in advance and performed between 00:00 and 05:00 Eastern Time. We target under 4 hours of scheduled maintenance per year.
Emergency security patching, where waiting would expose your site to an actively exploited vulnerability. We will tell you what we did and why, afterwards.
Faults in your own website — code, plugins, themes or database changes made by you or a third party acting for you.
Your domain name, where it expires or its DNS is changed outside our control.
Suspension under the terms of service or acceptable use policy.
Force majeure — events genuinely outside our control.

An upstream provider failing is not an exclusion. We chose them and it is our problem.

Service credits

If we miss the commitment in a calendar month, you are entitled to a credit against the following month's invoice.

Measured availability	Credit
99.9% or above	None — commitment met
99.0% to 99.89%	10% of that month's fee
95.0% to 98.99%	25% of that month's fee
Below 95.0%	50% of that month's fee
Below 95.0% in two consecutive months	100%, and you may terminate immediately with a pro-rata refund

To claim, email us within 30 days of the end of the affected month. We will verify against our monitoring records and apply the credit to your next invoice. If our own records show we missed the commitment, we will apply the credit whether or not you asked.

Service credits are the exclusive remedy for failure to meet the availability commitment.

Support response targets

Measured from receipt to a substantive human response, not an automated acknowledgement.

Plan	Website down	Everything else
Essential	4 business hours	Next business day
Professional	2 business hours	Same business day
Practice	1 business hour	4 business hours

Business hours are 09:00 to 18:00 Eastern Time, Monday to Friday, excluding United States federal holidays.

A website that is completely down is treated as urgent on every plan, at any hour. Our monitoring usually tells us before you do, and in most cases we are already working on it when you write.

Backup and recovery commitments

Commitment	Essential	Professional	Practice
Backup frequency	Daily	Daily	Daily
Retention	30 days	90 days	365 days
Stored separately from the live server	Yes	Yes	Yes
Maximum data loss on restore (RPO)	24 hours	24 hours	24 hours
Restore started within (RTO)	4 business hours	2 business hours	1 business hour
Restore tested and documented	Annually	Quarterly	Quarterly

A backup nobody has restored is a hypothesis. We test restores on a schedule and record the result, and the date of the last successful test appears in your Owner's Report. This is the single most common gap in managed hosting and it is invisible right up until the day it matters.

Incident communication

For any incident affecting multiple customers we post to the status page within 30 minutes of confirming it, and update at least hourly until it is resolved.

For an incident affecting only your site, we contact you directly.

Where an incident caused data loss, lasted more than four hours, or had a security dimension, you get a written account afterwards: what happened, what caused it, what we did, and what changes as a result.

Changes to this agreement

We will give 30 days' notice before any change that reduces a commitment in this document. Improvements take effect immediately.

Questions: [email protected].