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
SLA
Our standard operating policies and guidelines.
