Legal

Service Level Agreement

Last updated: March 25, 2026

Uptime Guarantee

Piedmont Hosting guarantees 99.9% monthly uptime for VPS and Web Hosting services. Uptime is measured as the availability of the hypervisor and network infrastructure. Scheduled maintenance windows, announced at least 48 hours in advance, are excluded from uptime calculations.

Service Credits

If monthly uptime falls below 99.9%, customers are eligible for service credits applied to the next billing cycle:

Monthly Uptime	Credit
99.0% – 99.9%	10% of monthly fee
95.0% – 99.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

Credits must be requested within 30 days of the incident.

Exclusions

The SLA does not cover:

Scheduled maintenance announced at least 48 hours in advance
Customer-initiated actions (reboots, reinstalls, configuration changes)
Third-party service outages (DNS providers, upstream network)
DDoS attacks or other malicious activity
Force majeure events
Services in SUSPENDED status due to non-payment

How to Request Credit

Submit a support ticket within 30 days of the incident. Include the affected service ID, the time period of the outage, and a description of the issue. We will verify the claim against our monitoring data and apply eligible credits to your next billing cycle.

Monitoring

We monitor all infrastructure 24/7 using Prometheus, Grafana, and Uptime Kuma. Our public status page is available at:

status.piedmonthosting.com