Service Level Agreement

1. 100% Network Uptime Guarantee

ASPnix guarantees that its network will be available 100% of the time in any given calendar month, excluding Maintenance as defined in Section 8 below.

"Network Downtime" is defined as the inability to transmit and receive data caused by a failure of network equipment managed and owned by ASPnix, as verified by ASPnix's technical support team. Network Downtime does not include:

• Latency, packet loss, or jitter that does not result in a complete loss of connectivity
• Downtime caused by factors outside ASPnix's control, including Internet backbone failures or upstream provider outages
• Downtime caused by customer actions, configurations, or third-party software
• Scheduled or Emergency Maintenance periods

Network uptime is measured at the network switch port level. Customers are eligible for service credits as described in Section 5 for any verified Network Downtime.

2. 100% Power & HVAC Availability

ASPnix guarantees that its data center power and HVAC (heating, ventilation, and air conditioning) systems will be available 100% of the time in any given calendar month, excluding Maintenance.

"Infrastructure Downtime" means:

• The ASPnix power or HVAC systems are unavailable, and
• The customer submits a trouble ticket detailing the unavailability of ASPnix power or HVAC systems resulting in customer downtime

Infrastructure Downtime does not include downtime related to individual power supplies on the customer's server or any customer-owned equipment.

3. Server Hardware Replacement

ASPnix guarantees the functioning of all dedicated hardware and virtual service infrastructure. In the event of a hardware failure, ASPnix will replace any failed component at no cost to the customer within 48 hours following:

• ASPnix's receipt of the customer's trouble ticket concerning the hardware issue, and
• ASPnix's identification and confirmation of the failed hardware component

"Dedicated Hardware" includes the processor(s), RAM, hard disk(s), motherboard, NIC card, and other related hardware components listed in the customer's service.

The Hardware Replacement Guarantee does not include time required to:

• Rebuild a RAID array
• Reload or reinstall operating systems and applications
• Restore data from backups
• Replace hardware components during Scheduled or Emergency Maintenance

4. Support Response Times

ASPnix provides 24/7/365 technical support via our ticketing system. Our target response times by priority level are:

Response times represent the time to initial acknowledgment, not resolution. Complex issues may require additional time to resolve. Customers with Priority Fast-Track support upgrades receive a guaranteed 15-minute initial response.

5. Remedies & Service Credits

In the event ASPnix fails to meet the guarantees outlined in this SLA, and provided the customer follows the procedures in Section 6, ASPnix will apply a service credit ("Credit") to the customer's account as follows:

5.1 Network & Infrastructure Downtime Credits

5.2 Hardware Replacement Delay Credits

If ASPnix fails to meet the 48-hour Hardware Replacement Guarantee, a credit equal to 5% of the Net MRC for the affected service will be applied for each additional hour (or fraction thereof) beyond the 48-hour window.

5.3 Credit Limitations

• "Net MRC" means the Monthly Recurring Charge for the hosting service experiencing the issue, excluding any add-on or optional services not included as part of the standard hosting plan
• The customer may not receive more than one Credit per incident
• In no event will the customer receive Credits greater than one month's Net MRC per incident
• The customer must be in good standing (account current and not past-due) to receive Credits
• No Credits will be applied to accounts that are past-due or cancelled before the conditions for payment are met
• Upon cancellation of the customer's account, any outstanding or previously accrued Credits will be forfeited
• Credits will be applied against future purchases or renewals — they are not redeemable for cash
• Credits will not be applied against past-due balances

6. How to Request a Credit

To claim a service credit under this SLA, customers must:

1. Open a support ticket within 7 days of the incident, clearly describing the downtime event and the impact on your service
2. Include the following details: affected service or server, date and time the issue began and ended, and any error messages or symptoms observed
3. Reference this SLA and the specific guarantee you believe was not met

All downtime will be measured from the time the ticket is received and validated by ASPnix to the time ASPnix, in its sole discretion, resolves the issue. ASPnix will review the claim and respond within 10 business days.

7. Exceptions

The customer shall not be entitled to any Credit under this SLA if downtime is caused by any of the following:

• Actions of the customer or others authorized by the customer to use the service
• Failure of power, facilities, equipment, systems, or connections not provided by ASPnix
• Failure of third-party services connecting to ASPnix's network
• Application, software, or operating system failures on the customer's server
• Scheduled or Emergency Maintenance as defined in Section 8
• Denial of Service (DoS/DDoS) attacks, hacker activity, or other malicious events targeted against ASPnix or an ASPnix customer
• Failure of any network or Internet infrastructure not owned or managed by ASPnix
• DNS propagation delays or domain registration issues
• Customer's failure to adhere to ASPnix's recommended configurations
• Force majeure events, including but not limited to natural disasters, acts of war, terrorism, government actions, labor disputes, or pandemic-related disruptions

8. Scheduled & Emergency Maintenance

"Maintenance" means Scheduled Maintenance or Emergency Maintenance as defined below. Maintenance periods are excluded from all uptime calculations.

8.1 Scheduled Maintenance

"Scheduled Maintenance" means any maintenance in the ASPnix data center that meets either of the following conditions:

• ASPnix announces the maintenance at least 24 hours in advance through one or more of our communication channels (support system, email notifications, status page, or social media), or
• The maintenance is performed during ASPnix's standard maintenance windows (typically Sunday 2:00 AM – 6:00 AM Mountain Time)

8.2 Emergency Maintenance

"Emergency Maintenance" means any maintenance in the ASPnix data center that:

• In ASPnix's sole discretion, is necessary to avoid an immediate threat to the data center, network, or customer's server, and
• The customer is notified as soon as reasonably practicable

Any Emergency Maintenance in excess of 3 hours per event will count as Network Downtime for the purposes of this SLA.

9. Data Protection & Backups

ASPnix takes data protection seriously and implements the following measures:

• Nightly backups of shared and reseller hosting accounts, retained for up to 30 days
• RAID storage on all production servers for hardware-level redundancy
• Redundant power systems including UPS and diesel generators
• Network redundancy with multiple upstream providers and automatic failover

Important: While ASPnix performs regular backups as a courtesy service, these backups are not guaranteed and should not be relied upon as your sole data protection strategy. It is always the customer's responsibility to maintain independent backups of all data. ASPnix shall not be held liable for any data loss. Please refer to our Terms of Service for complete details on data responsibilities.

10. Modifications to This SLA

ASPnix reserves the right to modify this Service Level Agreement at any time. Changes will be posted to this page with an updated "Last Updated" date. Material changes will be communicated to customers via email or through our support portal. Continued use of ASPnix services after any modification constitutes acceptance of the updated SLA.

This SLA, together with the Terms of Service and Privacy Policy, constitutes the complete agreement between ASPnix and the customer regarding the service levels described herein.

11. Contact

If you have questions about this Service Level Agreement or need to report a service issue, please contact us: