1. Overview & 99.99% Availability Commitment
Arcos Host commits to delivering exceptional reliability. Our autoscaling cloud platform is built upon redundant storage, load-balanced web clusters, and Anycast network routing designed to eliminate single points of failure.
Under this Service Level Agreement ("SLA"), we guarantee that our core cloud network and server infrastructure will achieve at least 99.99% uptime across any given calendar month.
2. Redundant Cloud Architecture
Traditional legacy hosting confines websites to a single server chassis; if that server crashes or experiences a traffic spike, all sites on it go down.
With Arcos Host:
- Decoupled Compute & Storage: Storage clusters (NVMe SSD SAN arrays) are separated from front-end compute nodes.
- Dynamic Autoscaling: In the event of a physical node issue, traffic is instantly balanced to healthy cluster nodes without downtime.
- Global CDN & Edge Caching: Static assets are cached across global edge locations, ensuring low-latency delivery even during transit provider anomalies.
3. Definition of Qualified Downtime
"Qualified Downtime" is defined as the total number of minutes in a calendar month during which your hosted website, email cluster, or database server is completely inaccessible due to a verified failure of Arcos Host's network infrastructure or cloud hardware.
Downtime is measured from the moment an incident is logged by our automated monitoring systems or when a verified support ticket is received, whichever occurs first, until connectivity is restored.
4. SLA Exclusions
Qualified Downtime calculations expressly exclude service interruptions caused by:
- Scheduled Maintenance: Routine upgrades, security patches, or emergency maintenance announced with advance notice via our Network Status Portal.
- Client-Side Configuration Errors: Coding errors, bad `.htaccess` rules, corrupt WordPress plugins, database query deadlocks, or misconfigured DNS records initiated by the client.
- Account Suspensions: Suspensions enacted due to non-payment or violations of our Acceptable Use Policy.
- External Network Outages: Third-party internet service provider (ISP) outages, external DNS propagation delays, or upstream internet backbone disruptions outside Arcos Host control.
- Force Majeure & Catastrophic Cyber Attacks: Volumetric DDoS attacks exceeding contracted network mitigation capacities, acts of war, natural disasters, or government regulatory sanctions.
5. Service Credit Schedule
If monthly uptime falls below our 99.99% benchmark in any given billing month, eligible clients may receive service credits applied to subsequent hosting renewals in accordance with the following tier schedule:
| Monthly Cloud Availability | Service Credit (% of Monthly Hosting Fee) |
|---|---|
| 99.99% – 100% | Standard SLA Benchmark (Normal Operations) |
| 99.50% – 99.98% | 10% Credit |
| 99.00% – 99.49% | 25% Credit |
| Below 99.00% | 50% Credit |
*Service credits are non-transferable, cannot be redeemed for cash refunds, and are capped at 50% of the customer's monthly hosting payment for the affected month.
6. Credit Request Procedure
To request an SLA service credit, you must submit a support ticket to our Billing Department within thirty (30) days of the incident occurring:
- Log in to your account at WHMCS Client Area.
- Select the Billing Department and submit an authenticated ticket with the subject "SLA Credit Request".
- Provide your domain name, dates and timestamps of the outage, and any relevant traceroute or diagnostic error outputs.
Our infrastructure engineering team will review network logs and verify the incident against our monitoring nodes. Verified credits will appear on your next billing invoice.