Service Level Agreement

Last Modified: February 18, 2026

Introduction & Commitment

At ARPHost, our commitment is to deliver reliable hosting services backed by robust infrastructure in our datacenter footprints. With redundant networks, Full A+B power feeds, and 24/7 US-based support, we aim to build lasting trust through transparency. This Service Level Agreement (SLA) outlines our guarantees, reflecting our dedication to your success.

Uptime Commitments

We prioritize uptime as essential to your operations, offering the following guarantees:

  • Network Uptime: 99.99% for VPS, dedicated servers, colocation, and infrastructure services. This realistic benchmark accounts for rare disruptions while striving for excellence.
  • Power Availability: 100% for equipment deployed with redundant power supplies connected to independent A+B feeds. This applies only when dual power supplies are configured for failover; a breach occurs solely on simultaneous failure of both feeds.
  • Custom Solutions: 100% uptime for tailored setups with full redundancy, customized to your needs.

Note: While our datacenter features redundant routers, switches, and power infrastructure, not all services include redundant uplinks or power feeds by default. Discuss your requirements with our team for optimal configuration.

Compensation Structure

Should we fall short of our uptime promises, we provide fair compensation based on verified downtime:

Downtime Duration (Cumulative Monthly)SLA Credit (% of Monthly Fee)
Less than 1 Hour0%
1 Hour3%
2 Hours8%
3-4 Hours15%
5-6 Hours22%
7+ Hours30%

This structure emphasizes our confidence in minimal disruptions, with credits applied to future billing cycles for accounts in good standing. Downtime is measured from ticket open to resolution, excluding grace periods for transient issues.

Hardware Excellence

Our guarantees extend to hardware reliability and support:

  • Hardware Replacements: Faulty equipment will be replaced or repaired within 5 hours for standard deployments. For custom hardware, temporary solutions ensure continuity if immediate replacement isn’t available.
  • Dedicated and VPS Offerings: Clients receive:
    • Secure remote access tools.
    • Real-time monitoring and insights.
    • Remote reboot capabilities via our client portal.
    • Access to our comprehensive Knowledgebase.
    • 24/7 US-based support with average responses under 15 minutes.

Exclusions

Certain scenarios are beyond our control and excluded from guarantees:

  • Force majeure events like natural disasters, terrorism, or government actions.
  • Scheduled maintenance with at least 48 hours’ notice.
  • Issues caused by client or third-party software, configurations, or actions.
  • External attacks such as DDoS or hacking.

Custom Solutions:

For advanced setups with redundant networking and power, we guarantee 100% uptime.

Compensation for Uptime Shortfalls: In rare cases of downtime:

  • Less than 1 hour: 0% credit.
  • 1 to 2 hours: 3% to 8% credit of the monthly fee.
  • Every subsequent hour after 2 hours: Additional 5% credit, capped at 100% of the monthly fee.

Hardware Commitment: Replace or repair faulty hardware within 5 hours.

Network Infrastructure: Recommend full redundancy for qualifying services.

Exceptions to the SLA: As listed in the general exclusions.

Credits & Remedies:

  • Request credits via ticket or our SLA form.
  • Credits applied within 30 days, non-transferable, non-cash.
  • Based on verified downtime; power claims require proof of redundancy.

Custom Agreements: We offer bespoke SLAs for unique needs, superseding this document.

Changes & Amendments: We may update this SLA; changes will be communicated in advance.

Contact: Reach our support team via ticket, email, or phone for inquiries.

Hardware and Support SLA:

Rapid Hardware Replacement:

  • Commit to resolving hardware issues within 5 hours from flagging.

Compensation for Hardware Delays:

  • If missed, 3% credit for the first hour beyond 5 hours.
  • Additional 3% per subsequent hour, capped at 30% of monthly fee.

Dedicated Commitments:

  • Secure access via internal tools.
  • Remote reboots from client area.
  • Real-time bandwidth graphs.
  • Knowledgebase access.
  • 24/7 support: Responses typically under 15 minutes, max 5 hours.

Fair Use and Client Responsibilities:

  • Avoid network-harmful actions.
  • Maintain software security unless managed by us.

Revisions and Updates:

  • This SLA evolves with our services.

Incident Reporting:

  • Use ticketing system for reports.
  • Updates every hour on major incidents.

Maintenance Windows:

  • Scheduled: 48 hours’ notice.
  • Emergency: Notify as soon as possible, minimize impact.

Data Protection & Security:

  • Encourage client backups; we offer solutions.
  • Multi-tiered security with audits.

Termination of Services:

  • Notice per terms.
  • Data retained 30 days post-termination.

Feedback and Continuous Improvement:

  • Seek feedback for refinement.
  • Regular SLA reviews.

Terms & Conditions of SLA:

  • For direct clients only.
  • Credits: Future use only, calculated from ticket to resolution.
  • Good Standing: Required; ineligible if payments lapsed 3+ times in 12 months.
  • Amendment: We reserve rights to update; clients notified.