SLA

This Service Level Agreement (“SLA”) outlines the service availability and performance commitments provided by USA Server Hosting to its customers for USA hosting services.

1. Uptime Guarantee

USA Server Hosting strives to provide a 99.9% uptime guarantee for Dedicated Servers, VPS Hosting, Cloud Hosting, and Shared Hosting services.Uptime refers to the time the customer’s server and hosting services remain accessible and operational over the internet, excluding scheduled maintenance and circumstances beyond our reasonable control.This guarantee applies to network availability and core hosting infrastructure only.

2. Measurement Period

Uptime is measured on a monthly basis.
“Downtime” refers to periods when the hosting service is unavailable due to network or infrastructure issues on USA Server Hosting’s side.

3. Exclusions

The SLA does not apply to downtime caused by:

Scheduled or emergency maintenance
Customer-side configuration issues or software errors
Third-party applications or scripts
DDoS attacks, cyber threats, or force majeure events
Issues related to customer content, coding, or website functionality

4. SLA Credits

If USA Server Hosting fails to maintain the 99.9% uptime commitment, eligible customers may request service credits.

Credit Structure

Uptime between 99.0% and 99.8% — 5% service credit
Uptime below 99.0% — additional credits based on outage duration

Important:

Credit requests must be submitted within 30 days after the affected billing period.
Service credits are applied to future invoices only and are non-refundable.

5. Reporting & Claims

To submit an SLA claim:

Open a support ticket through the client area or contact our support team.
Include:

Server hostname or IP address
Date and duration of downtime
Any supporting logs or monitoring reports

6. Support & Monitoring

USA Server Hosting provides 24/7 technical support for server-related issues.
Customers are encouraged to maintain their own backups and monitoring systems for additional reliability.