SLA

North Point Hosting

Last Updated: March 5, 2026

1. Uptime Commitment

North Point Hosting strives to maintain 99.9% network uptime each calendar month.

2. Scheduled Maintenance

Scheduled maintenance may occur periodically and will be announced in advance whenever possible.

Scheduled maintenance does not count toward downtime.

3. Downtime Definition

Downtime is defined as a complete loss of connectivity to the North Point Hosting network due to infrastructure failure.

Downtime does not include:

  • Customer configuration errors

  • Software issues within customer applications

  • DDoS attacks against customer systems

  • Third-party provider outages

  • Scheduled maintenance

4. Service Credits

If uptime falls below 99.9%, customers may request service credits:

Monthly Uptime

Credit

99.0% – 99.89%

10%

95.0% – 98.99%

25%

Below 95%

50%

Credits apply only to future invoices.

5. Credit Requests

Requests must be submitted within 7 days of the incident and must include:

  • Account information

  • Service affected

  • Description of outage