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Blake Ridgway
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content/legal/sla.md
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content/legal/sla.md
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# Service Level Agreement (SLA)
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**Arcline IT LLC**
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Last updated: May 2026
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Applies to: All Arcline shared hosting, WordPress hosting, and VPS hosting services.
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---
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## 1. Overview
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This Service Level Agreement ("SLA") governs the availability and performance
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of services provided by Arcline IT LLC ("Arcline", "we", "us") to you ("Customer").
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This SLA is incorporated by reference into the Arcline Terms of Service and
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Master Service Agreement.
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Arcline operates self-hosted infrastructure on owned hardware. We do not use
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AWS, Azure, GCP, Cloudflare, or any hyperscale cloud provider. We are
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transparent about what this means for availability, and we believe honesty
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about our capabilities serves our customers better than inflated promises.
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---
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## 2. Uptime Commitment
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| Service Tier | Monthly Uptime Target | Annual Uptime Target |
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|-------------|----------------------|---------------------|
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| Shared Hosting | 99.0% | 98.5% |
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| WordPress Hosting | 99.0% | 98.5% |
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| VPS Hosting | 99.5% | 99.0% |
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| Network (edge) | 99.5% | 99.0% |
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**Calculated as:**
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```
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Uptime % = (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes × 100
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```
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---
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## 3. Service Credits
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If we fail to meet the uptime target in a given calendar month, you may request
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a service credit. Credits are applied to your next invoice and are not
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redeemable for cash.
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| Monthly Uptime | Credit |
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|----------------|--------|
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| Below target but ≥ 95% | 10% of monthly fee |
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| 90% – 94.99% | 25% of monthly fee |
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| Below 90% | 50% of monthly fee |
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### How to Request a Credit
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1. Email **support@arcline.it** with subject line "SLA Credit Request"
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2. Include your account email and the month in question
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3. We will verify our monitoring data and respond within 5 business days
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Credits must be requested within 30 days of the end of the month in which
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the downtime occurred.
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**Limitation:** Total credits in any single month shall not exceed the
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Customer's monthly service fee for the affected service.
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---
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## 4. Exclusions
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The following are excluded from SLA calculations and are not eligible for
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service credits:
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### Scheduled Maintenance
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- Announced maintenance windows with at least 48 hours notice
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- Emergency security patches (notice as circumstances permit)
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- We schedule maintenance during off-peak hours (midnight–6 AM ET) when possible
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### Customer-Caused Downtime
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- Configuration errors by the Customer
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- Exceeding resource limits (CPU, RAM, disk I/O, bandwidth)
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- Failure to maintain payment on the account (past-due accounts)
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- Actions taken by the Customer that trigger abuse prevention mechanisms
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### Force Majeure
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- Natural disasters, war, civil unrest, pandemic, or other events beyond
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reasonable control
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- Upstream network outages (BGP issues, transit provider failures) — we will
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work to mitigate but do not guarantee alternate routing
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- Power outages at our facility — we maintain UPS and generator backup but
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do not guarantee 100% uptime
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### Third-Party Services
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- DNS propagation delays when changing nameservers
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- SSL certificate issuance delays by Let's Encrypt or other CAs
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- Email deliverability issues caused by receiver-side filtering
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### VPS-Specific Exclusions
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- Guest operating system crashes or misconfiguration
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- Resource exhaustion caused by the Customer's workload
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- Actions taken by the Customer's users
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---
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## 5. Monitoring
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Arcline measures uptime using our internal monitoring system (`arcline-uptime`),
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which performs checks from multiple locations at 1-minute intervals. Monitoring
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results are available at [status.arclineit.com](https://status.arclineit.com).
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We monitor:
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- **HTTP services** — connection success, HTTP 200 status, response within 10s
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- **TCP services** — successful TCP connection to service port
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- **Network** — ping response from edge router
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- **Infrastructure** — system load, disk usage, temperature sensors
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In the event of a disagreement about uptime, Arcline's monitoring data shall
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be the primary source. Customers are encouraged to run independent monitoring
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and may submit their own monitoring data for consideration.
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---
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## 6. Maintenance Windows
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### Routine Maintenance
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- Typically performed Tuesday–Thursday between midnight and 6 AM ET
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- Announced on [status.arclineit.com](https://status.arclineit.com) at least
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48 hours in advance
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- Brief service interruptions (< 15 minutes) for routine updates
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### Emergency Maintenance
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- Security vulnerabilities (CVSS ≥ 7.0): patched within 24 hours
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- Critical hardware failures: immediate intervention
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- Notice provided via status page and email as time permits
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---
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## 7. Incident Response
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| Severity | Definition | Initial Response | Update Frequency |
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|----------|-----------|-----------------|------------------|
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| **Critical** | Service unavailable, all customers affected | 30 minutes | Every 60 minutes |
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| **Major** | Service degraded or partially unavailable | 1 hour | Every 2 hours |
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| **Minor** | Isolated issue affecting few customers | 2 hours | Every 4 hours |
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| **Maintenance** | Planned work with brief interruption | Per schedule | Per schedule |
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Response times are measured from the time Arcline becomes aware of the issue
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(automated alert or customer report), not from the start of the incident.
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---
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## 8. Support Response Times
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| Priority | Channel | Target Response |
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|----------|---------|-----------------|
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| Emergency (service down) | Ticket + email | 30 minutes (business hours) |
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| High (degraded service) | Ticket | 2 hours (business hours) |
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| Normal (general inquiry) | Ticket | 24 hours |
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| Low (feature request) | Ticket | 48 hours |
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**Business hours:** Monday–Friday, 9 AM–6 PM ET.
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**After hours:** Best-effort for Critical and Major incidents only.
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---
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## 9. Data Preservation
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In the event of account suspension or termination:
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- **Shared/WordPress hosting:** Data preserved for 14 days after suspension
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- **VPS hosting:** Data preserved for 7 days after suspension
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- **Final deletion:** Data is securely erased after the preservation period
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We do not provide data recovery for accounts that have been deleted for more
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than 30 days.
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---
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## 10. SLA Exceptions and Changes
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Arcline reserves the right to modify this SLA with 30 days written notice to
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active customers. Material changes will be emailed and posted to our status
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page.
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---
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*Questions about this SLA? Contact us at [arcline.it/contact](https://arcline.it/contact)*
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