1. Service Commitment
ARPHost commits to maintaining 99.9% network uptime for all production services. This SLA defines our uptime guarantee and the remedies available if we fail to meet this commitment.
2. Uptime Guarantee
Network Uptime: 99.9%
Monthly Downtime Allowance: 4 minutes 23 seconds
Annual Downtime Allowance: 52 minutes 36 seconds
3. Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
99.9% – 99.9% uptime: 10% credit
99.0% – 99.9% uptime: 25% credit
95.0% – 99.0% uptime: 50% credit
Below 95.0% uptime: 100% credit
Credits are applied to your monthly service fee and must be requested within 30 days of the incident.
4. Exclusions
This SLA does not apply to:
- Scheduled maintenance (announced 24+ hours in advance)
- Emergency maintenance for security issues
- Customer-caused outages (misconfiguration, resource abuse)
- DDoS attacks on customer services
- Force majeure events (natural disasters, etc.)
- Third-party service failures outside our control
- Accounts in violation of Terms of Service
5. Support Response Times
Emergency (Service Down): 15 minutes
High Priority: 1 hour
Normal Priority: 4 hours
Low Priority: 24 hours
6. Hardware Replacement
For dedicated servers and colocation, we maintain spare hardware inventory for rapid replacement:
- Hard drives: 4-hour replacement
- Memory/RAM: 4-hour replacement
- Power supplies: 4-hour replacement
- Network cards: 4-hour replacement
- Full server replacement: 24-hour replacement
7. Claiming Credits
To request SLA credits, submit a support ticket within 30 days of the incident including the affected service and timeframe. Credits will be applied to your next billing cycle.
8. Contact
For SLA-related inquiries:
ARPHost Support
Email: support@arphost.com
Phone: 970-999-6032