Service Level Agreement (SLA)

Effective Date: January 28, 2026

1. Network Uptime Guarantee

IPOW Hosting guarantees that its network will be available 99.99% of the time in a given month, excluding scheduled maintenance. Network uptime includes the functioning of all network infrastructure including routers, switches, and cabling.

2. SLA Credits

If we fail to meet the 99.99% uptime guarantee, you are eligible for SLA credits as follows:

• 99.9% - 99.99%: 10% credit of monthly fee.
• 99.5% - 99.9%: 25% credit of monthly fee.
• 99.0% - 99.5%: 50% credit of monthly fee.
• Below 99.0%: 100% credit of monthly fee.

3. Hardware Replacement Guarantee

In the event of a dedicated server hardware failure, we guarantee to replace the faulty component within 2 hours of diagnosing the issue. Failure to meet this guarantee will result in a 5% credit of the monthly fee for every additional hour of downtime.

4. Response Time Guarantee

We guarantee an initial response time for emergency support tickets of 15 minutes or less. This applies to tickets submitted with "Critical" priority related to total service outage.

5. Exclusions

This SLA does not cover downtime caused by:

• Scheduled maintenance periods (communicated 24 hours in advance).
• Issues caused by customer software, scripts, or configuration errors.
• Distributed Denial of Service (DDoS) attacks exceeding our mitigation capacity.
• Force Majeure events (natural disasters, war, etc.).