This Service Level Agreement ("SLA") describes the uptime guarantee, service credits, and support response commitments Code3Hosting LLC provides for its VPS, dedicated server, and game server hosting services (the "Services"). This SLA is part of, and should be read alongside, our Terms of Service.
1. Uptime guarantee
Code3Hosting guarantees 99.9% network and power uptime per calendar month for all VPS, dedicated, and game server plans. Uptime is measured at the network edge and power distribution level for the data center hosting your service, excluding scheduled maintenance and circumstances described in Section 5 (Exclusions).
2. Service credits
If actual uptime in a given calendar month falls below the 99.9% guarantee, you are eligible for a service credit applied to your next billing cycle:
- 99.0%–99.89% uptime — 5% of that month's service fee credited
- 95.0%–98.99% uptime — 10% of that month's service fee credited
- Below 95.0% uptime — 25% of that month's service fee credited
Service credits are calculated as a percentage of the affected service's monthly fee only and do not apply to setup fees, add-ons, or other services on your account. Credits do not constitute a refund and cannot be exchanged for cash.
3. Requesting a credit
To request a service credit, submit a ticket through the client area within fifteen (15) calendar days of the downtime incident, including the approximate start and end time of the outage and any relevant error messages or monitoring data. Claims submitted after this window may not be honored. We verify all claims against our internal monitoring before issuing a credit.
4. Scheduled maintenance
Scheduled maintenance is not counted against the uptime guarantee. We provide at least 24 hours' notice for scheduled maintenance via email and/or the client area, except in cases of emergency maintenance required to protect network security or stability, which may be performed with little or no notice.
5. Exclusions
This SLA does not apply to downtime or performance issues caused by:
- Scheduled maintenance performed in accordance with Section 4
- Issues within your operating system, application, control panel, or custom configuration
- DDoS attacks, abuse mitigation, or actions taken in response to AUP violations on your account
- Acts of God, natural disasters, war, or other force majeure events
- Third-party service failures outside our direct network control (e.g., your ISP, upstream providers during partial internet outages)
- Non-payment or account suspension
- Beta, trial, or free-tier services
6. Support response times
Support is provided via ticket 24/7/365. Target first-response times are as follows:
- Critical (service down, security incident) — under 30 minutes
- High (degraded performance, partial outage) — under 2 hours
- Normal (general questions, configuration help) — under 12 hours
These are target response times, not guaranteed resolution times. Complex issues may require additional investigation time depending on severity and scope.
7. Network & hardware replacement
For dedicated server plans, in the event of a hardware failure (drive, RAM, or other component), we target replacement or remediation within 4 hours of confirmed diagnosis for parts kept in standard inventory at the hosting facility. VPS plans are automatically migrated to healthy hardware in the event of a host node failure, generally without requiring action from you.
8. Limitations
Service credits described in this SLA are your sole and exclusive remedy for any failure to meet the uptime guarantee. Total service credits issued in any calendar month will not exceed 100% of that month's service fee for the affected service.
9. Changes to this SLA
We may update this SLA by posting a revised version on this page. Continued use of the Services after the effective date constitutes acceptance of the revised SLA.
10. Contact
To request a service credit or ask questions about this SLA: support@code3hosting.com
Last updated: June 16, 2026 · Code3Hosting LLC