Service Level Agreement
Effective Date: August 14, 2026 Last Updated: August 14, 2026
This Service Level Agreement ("SLA") describes the service level commitments HostColo ("HostColo," "we," "us") provides to customers ("Customer") for Cloud VPS, Dedicated Server, Mac Silicon AI Server, Colocation, Storage, and Virtual NAS services (collectively, the "Services"). This SLA is incorporated into, and subject to, the terms of the applicable Master Services Agreement or service order between HostColo and Customer. Capitalized terms not defined here have the meanings given in the applicable service agreement.
1. Definitions
- "Downtime" — a period during which the Service is unavailable, measured per Section 3, excluding Excluded Downtime under Section 5.
- "Scheduled Maintenance" — maintenance performed by HostColo with advance notice as described in Section 6.
- "Monthly Uptime Percentage" — total minutes in a calendar month, minus Downtime minutes, divided by total minutes in that month, expressed as a percentage.
- "Service Credit" — the credit issued to Customer's account as the sole and exclusive remedy for a failure to meet the applicable service level commitment.
2. Service Level Commitments
2.1 Cloud VPS
HostColo commits to a Monthly Uptime Percentage of 99.9% for the underlying Proxmox KVM hypervisor host and network path to Customer's VM instance, excluding scheduled maintenance and Downtime attributable to Customer's guest operating system, applications, or configuration.
2.2 Dedicated Servers and Mac Silicon AI Servers
HostColo commits to a Monthly Uptime Percentage of 99.9% for network availability to single-tenant Dedicated Server and Mac Silicon AI Server hardware. In addition, HostColo commits to replacing a failed hardware component (disk, memory, power supply, or equivalent) within 4 hours of confirmed diagnosis for hardware located in a HostColo-operated facility, on a best-effort basis outside that window for components requiring non-stocked parts.
2.3 Facility / Power Uptime (Colocation)
HostColo commits to Power Availability of 99.99%, measured as the availability of utility and/or backup power delivered to Customer's contracted rack space, cabinet, or cage.
2.4 Storage and Virtual NAS
HostColo commits to a Monthly Uptime Percentage of 99.9% for Storage and Virtual NAS service availability. Where a Storage or Virtual NAS plan includes replication or snapshot add-ons per Customer's service order, HostColo will maintain those redundancy features as configured; this SLA does not independently guarantee a specific data durability percentage beyond maintaining the redundancy configuration Customer has ordered.
2.5 Cooling / Environmental
HostColo commits to maintaining data hall temperature and humidity within ASHRAE-recommended ranges for data center environments under normal operating conditions, subject to Excluded Downtime.
3. Measurement
Uptime and Downtime are measured using HostColo's internal network and infrastructure monitoring systems, polling relevant infrastructure at 5-minute intervals. Customer may request supporting monitoring data for a specific claimed outage as part of a Service Credit request.
4. Service Credits
If HostColo fails to meet the applicable Monthly Uptime Percentage commitment in Section 2 in a given calendar month, Customer may request a Service Credit per the following schedule:
| Monthly Uptime Percentage | Service Credit (% of monthly recurring fee for affected service) |
|---|---|
| Below 99.9% but at or above 99.0% | 5% |
| Below 99.0% but at or above 95.0% | 10% |
| Below 95.0% | 25% |
Service Credits are calculated against the monthly recurring fee for the specific affected Service only (not Customer's total invoice), issued as a credit toward a future invoice, and are not redeemable for cash. Maximum aggregate Service Credits in any calendar month shall not exceed 100% of the monthly recurring fee for the affected Service.
4.1 Requesting a Service Credit
To receive a Service Credit, Customer must submit a request to support@hostcolo.ai within 30 days of the end of the calendar month in which the claimed Downtime occurred, including the affected service/instance identifier and the dates and times of each incident. Failure to submit a timely and complete request waives Customer's right to a Service Credit for that incident.
5. Exclusions ("Excluded Downtime")
The following are excluded from Downtime calculations and do not count toward SLA credit eligibility:
- Scheduled Maintenance performed per Section 6, including Cloud VPS hypervisor host maintenance and storage platform maintenance.
- Emergency maintenance reasonably necessary to protect the security or stability of HostColo's network or platform, performed with as much notice as reasonably practicable.
- Downtime caused by Customer's equipment, guest operating system, applications, cabling, or actions, including Customer-initiated changes, misconfiguration, or resource exhaustion within Customer's own VM instance or allocation.
- Downtime caused by Customer's failure to pay amounts due under the applicable service agreement.
- Force majeure events, including natural disasters, acts of government, labor disputes, internet backbone failures outside HostColo's control, and utility provider failures beyond HostColo's reasonable control (subject to backup power obligations under Section 2.3).
- DDoS attacks or other malicious third-party activity, except to the extent HostColo fails to implement its documented DDoS mitigation procedures.
- Downtime during any period Customer's account is suspended for an Acceptable Use Policy violation.
6. Scheduled Maintenance
HostColo will provide Customer at least 72 hours' advance notice of Scheduled Maintenance likely to impact Service availability, via email. HostColo will use commercially reasonable efforts to schedule maintenance during low-traffic windows (typically 00:00–06:00 local facility time), and will use live-migration where technically feasible to minimize Cloud VPS Downtime during hypervisor host maintenance.
7. Support Response Times
HostColo provides support according to the following target response times based on issue severity:
| Severity | Description | Target Response Time |
|---|---|---|
| Critical (P1) | Complete service outage affecting Customer's production environment | 30 minutes, 24/7/365 |
| High (P2) | Significant service degradation | 2 hours, 24/7/365 |
| Medium (P3) | Limited-impact issue with a workaround available | 8 business hours |
| Low (P4) | General question, non-urgent request, or informational request | 1 business day |
"Response Time" is the time between HostColo's receipt of a properly submitted support request (via phone or email) and initial acknowledgment by a HostColo technician — not the same as Resolution Time, which varies with the nature of the issue.
8. Remote Hands
HostColo includes 1 hour of remote hands support per month at no charge with active Colocation, Dedicated Server, or Mac Silicon AI Server service. Additional remote hands time is billed at $150/hour, in 15-minute increments. Cloud VPS, Storage, and Virtual NAS services are managed platforms and do not require customer-requested remote hands under normal operation. Standard remote hands requests are acknowledged within the same response times as Section 7; emergency remote hands requests are prioritized as Critical (P1).
9. Sole Remedy
Service Credits described in this SLA are Customer's sole and exclusive remedy for any failure by HostColo to meet the service level commitments described herein.
10. Changes to this SLA
HostColo may update this SLA from time to time upon notice to active customers. Changes will not reduce the service level commitments in effect at the time of Customer's order without Customer's consent, except as required by law or mutually agreed.
11. Contact
Questions about this SLA may be directed to support@hostcolo.ai.
This is a template Service Level Agreement provided as a starting point. Actual uptime commitments, credit percentages, and response times should reflect HostColo's real infrastructure capabilities and be reviewed by qualified legal counsel before publication.