This Service Level Agreement (“SLA”) applies to cloud VPS hosting services (the “Services”) provided by Hostcloud360, a brand of MEXA TECHUB USA LLC, a limited liability company registered in the State of Florida, United States (“we,” “us,” or “our”), to customers with an active, paid service in good standing. This SLA is incorporated into and forms part of our Terms of Service.

1. Uptime Commitment

We commit to a Monthly Uptime Percentage of 99.9% for each VPS instance.

• “Uptime” means the VPS instance is powered on and reachable over the network at the hypervisor/network level.
• “Monthly Uptime Percentage” = ((total minutes in the calendar month − Downtime minutes) ÷ total minutes in the calendar month) × 100.
• “Downtime” means the instance is unreachable at the hypervisor/network level due to a failure of our infrastructure (host hardware, network, or power), measured from the time the failure is detected by our monitoring or reported by you via a support ticket to support@hostcloud360.com, whichever is earlier, until service is restored.

At 99.9%, the maximum Downtime before credits apply is approximately 43 minutes per month.

This SLA applies to instances in all our datacenter regions (United States, United Kingdom, Singapore, and Australia).

2. Service Credits

If the Monthly Uptime Percentage for your instance falls below 99.9% in a calendar month, you are eligible for a credit, calculated as a percentage of that instance’s monthly fee (for subscription plans, the monthly or monthly-equivalent fee; for Pay-As-You-Go instances, the total usage charges for that instance in that calendar month):

Credit terms:

1. For subscription plans, credits are applied to your Hostcloud360 account and offset future invoices for the affected service. For Pay-As-You-Go instances, credits are added to your wallet as bonus credit. Credits are not redeemable for cash, are non-transferable, and do not apply to past invoices.
2. The total credits for any instance in a calendar month will not exceed 100% of that instance’s monthly fee (or monthly usage charges).
3. Credits are your sole and exclusive remedy for any failure to meet this SLA.
4. Unused credits expire if the account is closed or the affected service is cancelled before the credit is consumed.

3. Claim Process

To receive a credit, you must:

1. Submit a claim by email to support@hostcloud360.com (subject line: “SLA Credit Claim”) within thirty (30) days of the end of the calendar month in which the Downtime occurred;
2. Include your account email, the affected instance ID/hostname, and the dates and times (with time zone) of the Downtime you observed;
3. Have an account in good standing (no overdue invoices, no negative wallet balance, and no ongoing Acceptable Use Policy violations).

We will review claims against our monitoring data, which is authoritative for Downtime determination, and respond within ten (10) business days. Approved credits appear on a subsequent invoice or in your wallet.

4. Exclusions

Downtime does not include, and no credits are issued for, unavailability caused by:

1. Scheduled maintenance — announced at least 48 hours in advance via email or our status page, and performed where practicable during low-traffic windows. We target no more than four (4) hours of scheduled maintenance per instance per month;
2. Emergency maintenance reasonably necessary to address security vulnerabilities or imminent failures;
3. Customer-caused issues — including misconfiguration of the operating system, firewall rules, software crashes inside the instance, exhausted disk space, deleted system files, or actions by anyone you allow to access the instance;
4. Software/application failures within your VPS — this SLA covers hypervisor/network availability, not the health of the operating system or applications you run (the Services are self-managed unless your plan expressly states otherwise);
5. Suspension or termination of your Services in accordance with the Terms of Service or Acceptable Use Policy (e.g., non-payment, exhausted Pay-As-You-Go wallet balance, abuse);
6. Attacks and third-party actions — DDoS attacks targeting you or others, upstream internet provider failures beyond our network edge, DNS issues outside our control, or actions of law enforcement;
7. Force majeure events as described in the Terms of Service;
8. Beta, trial, or free services, which are provided without any SLA.

5. Chronic Failure

If the Monthly Uptime Percentage for the same instance falls below 95% in two (2) consecutive calendar months, you may terminate the affected service without penalty and receive a pro-rated refund of any pre-paid, unused fees for that service (or, for Pay-As-You-Go, a refund of your unused wallet balance) — as an exception to the standard Refund & Cancellation Policy.

6. Changes to This SLA

We may update this SLA from time to time. Material changes will be notified as described in the Terms of Service and take effect no earlier than your next renewal after notice. The SLA in effect during a given calendar month applies to that month’s uptime measurement.

7. Contact

MEXA TECHUB USA LLC (operating as Hostcloud360) SLA claims & support: support@hostcloud360.com Address: 968 Arden Woods, Oviedo, FL 32765, United States Website: https://hostcloud360.com