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Service Level Agreement (SLA)

A+ Hosting Inc. DBA ServerPoint.com ("ServerPoint", "we", "us", "our") is committed to providing reliable, high-quality hosting services. This Service Level Agreement ("SLA") sets forth our uptime commitments and the remedies available to you in the event we fail to meet those commitments.

This SLA is part of your contract with ServerPoint and is incorporated into our Terms of Service.

About the summaries: Each section below includes a plain-language summary in an orange box. These summaries are provided for your convenience only and are not legally binding. Please read the full text of each section for complete details.

Quick Reference

Section What It Covers
1. Uptime Guarantee 99.9% network uptime; individual server failures NOT covered
2. How Uptime Is Calculated The formula we use to measure uptime
3. Exclusions Server failures, OS issues, hacks, single-server setups excluded
4. Service Credits Credits you get if we miss our uptime target
5. How to Request Credits Submit a ticket within 3 days of downtime
6. Credit Limitations Credits are account credits, not cash refunds
7. Support Response Times How quickly we respond to different issues
8. Hardware Replacement 4-hour replacement guarantee for dedicated servers

1. Uptime Guarantee

In Plain English: We guarantee 99.9% uptime for our network infrastructure (routers, switches, backbone). This does NOT cover individual server hardware failures or OS problems. For maximum uptime, you should design your systems to avoid single points of failure.

1.1 Network Uptime

ServerPoint guarantees 99.9% network uptime for all hosting services. Network uptime refers to the availability of our network infrastructure, including routers, switches, and backbone connectivity.

1.2 Server Uptime - Important Limitations

The uptime guarantee does NOT include downtime caused by individual dedicated server or virtual server failures. This includes, but is not limited to:

  • Hardware failures (hard drives, RAM, motherboards, power supplies, etc.);
  • Operating system failures, corruption, or crashes;
  • Security breaches, hacks, or malware affecting your server;
  • Software conflicts or application failures;
  • Any issue specific to your individual server instance.

While ServerPoint strives to maintain reliable server hardware and will work to resolve hardware issues promptly (see Section 8 - Hardware Replacement), individual server failures are inherent risks of any computing environment and are not covered by this SLA.

1.3 Shared Hosting Uptime

ServerPoint guarantees 99.9% uptime for shared hosting services, measured on a monthly basis. This guarantee applies to the shared hosting infrastructure, not to issues caused by your scripts, applications, or resource usage.

1.4 Customer Responsibility for High Availability

Single-server solutions represent a single point of failure. Customers who require maximum uptime should design their infrastructure to eliminate single points of failure. ServerPoint strongly recommends:

  • Distributed Architecture: Deploy your application across multiple servers and/or multiple data centers;
  • Load Balancing: Use load balancers to distribute traffic and automatically route around failed servers;
  • Redundant Databases: Implement database replication across multiple servers;
  • Failover Systems: Configure automatic failover mechanisms to redirect traffic when a server becomes unavailable;
  • Regular Backups: Maintain current backups that can be quickly deployed to replacement infrastructure.

ServerPoint is not liable for any downtime, data loss, or business interruption resulting from your choice to operate a single-server solution or failure to implement appropriate redundancy measures.

2. How Uptime Is Calculated

In Plain English: We calculate uptime by dividing available time by total time in the month. At 99.9% uptime, you can expect a maximum of about 43 minutes of unscheduled downtime per month.

Monthly uptime percentage is calculated as follows:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

For a 30-day month (43,200 minutes), the 99.9% uptime guarantee allows for a maximum of approximately 43 minutes of unscheduled downtime per month.

3. Exclusions

In Plain English: Many things don't count as downtime, including: individual server hardware failures, OS crashes or corruption, hacks affecting your server, single-server architecture failures, scheduled maintenance, problems you cause, DDoS attacks, and natural disasters. Our SLA covers network infrastructure, not individual server issues.

The following are not counted as downtime for SLA purposes:

  • Individual Server Hardware Failures: Failures of dedicated server or virtual server hardware components, including but not limited to hard drives, SSDs, RAM, CPUs, motherboards, power supplies, RAID controllers, or any other server-specific hardware.
  • Operating System Failures: Operating system crashes, corruption, kernel panics, boot failures, file system corruption, or any OS-level issues regardless of cause.
  • Security Incidents: Downtime resulting from security breaches, hacks, malware, ransomware, or any unauthorized access to your server, regardless of how the breach occurred.
  • Single Point of Failure: Downtime experienced due to your use of a single-server architecture without redundancy. Customers are responsible for implementing high-availability solutions if continuous uptime is critical to their operations.
  • Scheduled Maintenance: Planned maintenance windows that are announced at least 24 hours in advance. We strive to schedule maintenance during low-traffic periods.
  • Emergency Maintenance: Urgent maintenance required to address security vulnerabilities or prevent imminent service failures.
  • Customer Actions: Downtime caused by your actions, configurations, scripts, or applications.
  • Third-Party Services: Failures of third-party services, software, or components not provided by ServerPoint.
  • Force Majeure: Events beyond our reasonable control, including natural disasters, acts of war, terrorism, civil unrest, power outages not caused by us, or government actions.
  • DDoS Attacks: Distributed denial-of-service attacks targeting your services, unless caused by ServerPoint's negligence.
  • Suspension: Service suspension due to non-payment or violation of our Terms of Service or Acceptable Use Policy.

4. Service Credits

In Plain English: If uptime drops below 99.9%, you get account credits: 10% credit for 99-99.9% uptime, 25% for 95-99%, 50% for 90-95%, and 100% if uptime falls below 90%.

If we fail to meet our uptime guarantee, you may be eligible for service credits as follows:

Monthly Uptime Service Credit
99.0% - 99.9% 10% of monthly fee
95.0% - 98.99% 25% of monthly fee
90.0% - 94.99% 50% of monthly fee
Below 90.0% 100% of monthly fee

5. How to Request Credits

In Plain English: Open a support ticket within 3 days of the downtime, tell us when it happened and for how long. We'll verify it and apply the credit to your next invoice.

To request a service credit, you must:

  1. Submit a support ticket through your Client Portal within 3 days of the downtime event.
  2. Include the date, time, and duration of the downtime.
  3. Provide any relevant evidence or documentation.

We will review your request and verify the downtime against our monitoring systems. If the credit is approved, it will be applied to your next invoice.

6. Credit Limitations

In Plain English: Credits are applied to future invoices, not refunded as cash. You can get a maximum of one month's fees in credits per year. Credits can't be transferred or combined across accounts. DATA LOSS IS NOT COVERED - you are responsible for your own backups.
  • Service credits are applied as account credits toward future invoices. Cash refunds are not available.
  • Credits are capped at one month's service fee over any 12-month period.
  • Credits may not be aggregated, carried over, or transferred to another account.
  • You will receive only one credit per downtime incident, regardless of duration.
  • Credits are not available if you are past due on any fees or have violated our Terms of Service.
  • This SLA is your sole and exclusive remedy for downtime or service failures.
  • Data loss is not covered by this SLA. Service credits are provided only for network and server availability, not for any loss, corruption, or destruction of data. You are solely responsible for maintaining backups of your data. See our Terms of Service Section 9A for complete details on data responsibility.

7. Support Response Times

In Plain English: Critical issues (service down): 15-minute response. High priority: 1 hour. Normal questions: 4 hours. Low priority: 24 hours. These are targets, not guaranteed SLA items.

While not subject to service credits, we strive to meet the following response times:

Priority Description Target Response
Critical Service completely unavailable 15 minutes
High Major functionality impaired 1 hour
Normal General issues or questions 4 hours
Low Non-urgent inquiries 24 hours

8. Hardware Replacement

In Plain English: If hardware fails on your dedicated server, we'll replace it within 4 hours during business hours. After-hours replacements may take longer. For servers older than 5 years, we can't guarantee spare parts availability.

For dedicated servers, ServerPoint guarantees hardware replacement within 4 hours of identifying a hardware failure during business hours. After-hours replacements may take longer depending on parts availability.

Hardware Age Limitation: This hardware replacement guarantee applies only to server hardware that is less than five (5) years old from the original manufacture date. For older hardware, ServerPoint is not obligated to maintain spare parts inventory, and repairs may not be possible or may be significantly delayed. See our Terms of Service Section E.6 for complete details on hardware age and end-of-life policies.

9. Changes to This SLA

In Plain English: We may update this SLA. If changes reduce your benefits, they won't apply until your next renewal.

ServerPoint reserves the right to modify this SLA at any time. Changes will be posted on our website. Material changes that reduce your benefits will not apply to you until your next renewal period.

Last Updated: January 2026