Service Level Agreement (SLA)

About this policy: This Service Level Agreement is provided by A+ Hosting Inc., a Nevada corporation, and applies to all services purchased through any of our three brand websites: APlusHosting.com, ServerPoint.com, and ColossusCloud.com. The terms below apply identically regardless of which brand website you signed up through. References to "we", "us", or "our" in this document mean A+ Hosting Inc.

A+ Hosting Inc. ("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 us and is incorporated into our Terms of Service.

1. Uptime guarantee

1.1 Network uptime

We guarantee 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 we strive 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

We guarantee 99.9% monthly uptime for the shared hosting platform itself (the network, load balancers, and shared web/mail/database services as a whole). This guarantee does not apply to: (a) downtime affecting only your individual account due to your scripts, applications, or resource usage; (b) issues described in §1.2 above to the extent they affect a single underlying host; or (c) any exclusion in §3.

1.4 Customer responsibility for high availability

Single-server solutions represent a single point of failure. Customers who require maximum uptime are responsible for designing their infrastructure to eliminate single points of failure.

Customers operating single-server architectures are not eligible for service credits for downtime resulting from individual server, OS, or application failures. Liability for such downtime is governed by §11 (Limitation of Liability) of our Terms of Service.

2. How uptime is calculated

Monthly uptime percentage is calculated as follows:

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

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 us.
• 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 our negligence.
• Suspension: Service suspension due to non-payment or violation of our Terms of Service or Acceptable Use Policy.
• Third-party service failures: Outages or service degradation caused by third-party providers we rely on to deliver our services, including content delivery networks, payment processors, DNS providers, or any other external service. No service credits are issued for such failures.

4. Service credits

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

5. How to request credits

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

• 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 §10 (Your Data and Backups) for complete details on data responsibility.

7. Support response times

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

8. Hardware replacement

For dedicated servers, we will use commercially reasonable efforts to replace failed hardware as quickly as practical. Replacement times depend on parts inventory, staff availability, time of day, and other operational factors. We do not guarantee any specific replacement time, and no service credits are issued solely for hardware replacement delays.

Hardware Age Limitation: Best-effort hardware replacement applies only to server hardware that is less than five (5) years old from the original manufacture date. For older hardware, we are not obligated to maintain spare parts inventory, and repairs may not be possible or may be significantly delayed. See our Terms of Service §19 Section G (Dedicated Servers) for complete details.

9. Statistical data availability

Statistical data presented in our service interfaces, including your Client Portal and any associated dashboards (such as bandwidth charts, CPU usage charts, and similar usage metrics), is provided for your convenience. We do not guarantee that this data will always be available or that it will be retained for any specific period of time.

We may delete older statistical data at any time to free space in our database systems or for other operational reasons.

If you require a permanent record of usage statistics, you are responsible for collecting and storing this data using a third-party monitoring tool deployed on your own infrastructure.

10. Changes to this SLA

We reserve 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: May 2026