Service Level Agreement (SLA)

1. 99.9% Monthly Uptime Commitment

hostnetvps.com provides a contractually binding 99.9% Monthly Uptime Commitment for all active Virtual Private Server (VPS) instances and compute infrastructure.

A 99.9% availability target permits a maximum unscheduled downtime of approximately 43.2 minutes per 30-day calendar month. If monthly availability falls below this standard, Customer is eligible to receive pro-rata Service Credits as defined in the credit schedule below.

2. Uptime Percentage Calculation Formula

Monthly Uptime Percentage is calculated on a per-calendar-month basis according to the following formula:

Where "Total Minutes in Month" is equal to the total number of days in the given month multiplied by 1,440 minutes, and "Unscheduled Outage Minutes" represents verified minutes where the server instance was entirely unreachable from external networks due to infrastructure failure.

3. Pro-Rata Service Credit Schedule

When verified unscheduled downtime occurs, Service Credits are issued as a percentage credit applied toward the Customer's subsequent monthly subscription invoice:

4. Service Credit Claim Procedure

To claim a Service Credit under this SLA, Customer must:

1. Submit an authenticated support ticket through the customer portal at /dashboard/support within thirty (30) calendar days of the end of the month in which the outage occurred.
2. Include the affected Server ID, approximate start and end timestamps (UTC) of the outage, and traceroute or diagnostic logs demonstrating unreachability.

Upon verification by hostnetvps.com engineering, the approved credit will be applied to the Customer's next monthly Stripe billing invoice. Service Credits are non-refundable in cash and cannot be transferred.

5. SLA Exclusions

The 99.9% Uptime Commitment does not apply to service interruptions resulting from:

• Scheduled Maintenance: Routine infrastructure maintenance notified at least forty-eight (48) hours in advance via email or customer dashboard announcements.
• Customer Actions: Customer-initiated reboots, custom kernel builds, application deadlocks, disk exhaustion, or firewall misconfigurations within the guest operating system.
• Suspension for Policy Violations: Account suspension resulting from non-payment or Acceptable Use Policy violations.
• Force Majeure: Catastrophic network events or major upstream fiber cuts beyond the reasonable control of hostnetvps.com.

6. Backup Management Statement

Backups are managed by our team. Our operations team maintains system configuration and image state backups to enable rapid server restoration in the event of host hardware failure.