Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") outlines the service guarantees Alterascape, LLC ("Alterascape," "we," "us," or "our") provides to clients ("Client," "you," or "your") who subscribe to our hosting Services. The remedies set out in this SLA are your sole and exclusive remedy for issues covered by this SLA. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall control.

Alterascape is committed to providing reliable, high-performance hosting services. This SLA describes our service guarantees, how SLA Credits are calculated, and how they may be claimed.

2. Definitions

For purposes of this SLA:

• "Services" means the portions of the hosting services the Client subscribes to, including Shared Hosting, WordPress Hosting, Drupal Hosting, VPS Hosting, and Dedicated Servers.
• "Monthly Period" means the billing period within a calendar month.
• "Downtime" means any period during which the Services are unavailable to the Client during a Monthly Period, calculated separately for each Service, based on Alterascape's monitoring systems.
• "Scheduled Downtime" means planned maintenance windows announced at least 24 hours in advance via email or the client portal.
• "Monthly Subscription Value" means the actual amount invoiced during the Monthly Period for each distinct Service. For annual subscriptions, the fee paid is divided by twelve (12). Prorated where plans change mid-period. Excludes add-ons, domain registrations, SSL certificates, overages, and non-recurring charges.
• "Uptime Guarantee" means Services will be available at least 99.9% of the time during each Monthly Period, excluding Scheduled Downtime and emergency maintenance.
• "SLA Credit" means a service credit applied to your subsequent invoice. SLA Credits will not exceed the Monthly Subscription Value for the affected Service in the relevant Monthly Period.

3. 30-Day Money-Back Guarantee

If you are not satisfied with your Service within the first thirty (30) days of activation, Alterascape will refund 100% of your hosting charges. The following are excluded from refunds:

• Charges for overages, dedicated servers, VPS instances, and domain registrations
• SSL certificates and paid marketing services
• Professional services and one-time setup fees

Refunds apply only to first-time hosting customers. Existing, returning, or additional-account customers are not eligible for money-back guarantees.

4. Uptime Guarantee & SLA Credits

Alterascape guarantees that all hosted Services will be available 99.9% of each Monthly Period, excluding Scheduled Downtime and emergency maintenance. 99.9% uptime equates to no more than approximately 43.8 minutes of unplanned downtime per month.

If we fail to meet the Uptime Guarantee, upon a verified request you will receive SLA Credits calculated as follows:

Cumulative Downtime in Monthly Period	SLA Credit
0 – 59 minutes	0% (within SLA)
60 – 119 minutes	5% of Monthly Subscription Value
120 – 179 minutes	10% of Monthly Subscription Value
180 – 239 minutes	15% of Monthly Subscription Value
Each additional full 60 minutes	+5% of Monthly Subscription Value

SLA Credits for uptime failures will not exceed 50% of the Monthly Subscription Value for the affected Service in any Monthly Period. Credits are applied to your next invoice and have no cash value.

5. 24/7 Support Response Guarantee

Alterascape guarantees access to technical support twenty-four (24) hours per day, seven (7) days per week, 365 days per year. We further guarantee an initial response to all support tickets within forty-five (45) minutes of submission.

For each full sixty (60) minutes beyond this guaranteed response time, you will receive SLA Credits equal to five percent (5%) of the Monthly Subscription Value for the affected Service. SLA Credits for response time delays shall not exceed fifty percent (50%) of the Monthly Subscription Value in any Monthly Period.

Response time is measured from ticket creation to the first substantive reply by Alterascape technical staff. Auto-acknowledgment emails do not constitute a response for SLA purposes.

6. Hardware Replacement Guarantee (Dedicated Servers)

For dedicated servers provided by Alterascape, we guarantee replacement of failed hardware components within two (2) hours of problem identification and confirmation by our infrastructure team.

For each full sixty (60) minutes beyond this two-hour threshold, you will receive SLA Credits equal to five percent (5%) of the Monthly Subscription Value for the affected Service. SLA Credits for hardware replacement delays shall not exceed fifty percent (50%) of the Monthly Subscription Value in any Monthly Period.

This guarantee applies to hardware failures that are within Alterascape's direct control and does not apply to upstream network provider issues, datacenter power events, or third-party infrastructure outages.

7. Claiming SLA Credits

To claim an SLA Credit, you must open a support ticket through the Alterascape client portal directed to the Billing Department. Your claim must include:

• The affected Service(s)
• Billing details (account name, email address on file)
• Dates and time periods of the downtime or delay
• A description of the incident and any supporting logs or evidence

Claims must be submitted within seven (7) calendar days of the incident. All claims will be verified against Alterascape's system monitoring records. Accounts must be current (not past due) at the time of the SLA Credit request. Credits are issued to your account and applied to future invoices automatically.

8. Exclusions

Alterascape shall not be responsible for, and SLA Credits shall not apply to, outages or delays caused by:

• Scheduled Downtime or emergency maintenance
• Force majeure events, including natural disasters, acts of war, or governmental actions
• Failures of internet backbone providers, upstream ISPs, or third-party networks outside our control
• Failures caused by Cloudflare, DNS providers, or other upstream service providers
• Client-owned equipment, software, code, or misconfiguration
• Your violation of the Terms of Service or Acceptable Use Policy
• Instability introduced by changes to client-managed infrastructure or applications
• Accounts not in good standing or in arrears at the time of the incident
• Malicious or abusive activities by you or your end-users
• DDoS attacks or other external security incidents directed at your services

9. Limitations

SLA Credits are your sole and exclusive remedy for any downtime, response delays, or hardware failures covered by this SLA. SLA Credits have no cash value, are non-transferable, and will not be refunded under any circumstance. SLA Credits may not exceed the Monthly Subscription Value for the affected Service in the applicable Monthly Period. Alterascape reserves the right to modify this SLA at any time, with notice posted on our website and sent to the email address on your account.

10. Governing Law

This SLA shall be governed by and construed in accordance with the laws of the State of Florida, with exclusive jurisdiction in the state and federal courts of Orange County, Florida.

Questions regarding this SLA should be directed to our Billing Department via the client portal at my.alterascape.com/submitticket.