Service Level Agreement
BLUE ARCTIC – SERVICE LEVEL AGREEMENT (SLA)
1. Introduction
Blue Arctic is committed to providing reliable, high-quality 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 Services the Client subscribes to.
- “Monthly Period” means the billing period within a calendar month.
- “Downtime” means any period of time in which the Services are unavailable to the Client during any Monthly Period, calculated separately for each Service to which a Client is subscribed, based on Blue Arctic’s monitoring.
- “Monthly Subscription Value” means the actual amount invoiced during the Monthly Period for each distinct Service, or if it is an annual subscription, the fee paid divided by twelve (12). If you switch plans during the Monthly Period, your Monthly Subscription Value shall be prorated. It excludes add-ons, overages, bandwidth, domains, SSL certificates, paid marketing fees, professional services, or other non-recurring charges.
- “Uptime Guarantee” means the Services will be available at least 99.9% of the time during each Monthly Period, excluding Scheduled Downtime and emergency maintenance.
- “SLA Credit” means the service credit as described in this SLA, applied to subsequent invoices. 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, Blue Arctic will refund you 100% of your hosting charges. Excluded from refund are charges for overages, dedicated servers, VPS or Cloud instances, domain registration, SSL certificates, paid marketing, and Professional Services. Refunds apply only to first-time hosting customers.
4. How SLA Credits will be Calculated
4.1 If we fail to meet the Uptime Guarantee, upon request you will receive SLA Credits as follows:
4.1.1 For all hosting services, you will receive SLA Credits equal to five percent (5%) of your Monthly Subscription Value for each full hour (60 minutes) of Downtime.
For example purposes only:
| Minutes in Downtime | Credit Percentage |
|---|---|
| 0- 59 minutes | 0% Credit |
| 60-119 minutes | 5% of Monthly Subscription Value |
| 120-179 minutes | 10% of Monthly Subscription Value |
SLA Credits will not exceed the Monthly Subscription Value for the affected Service during the Monthly Period.
In order to receive your credit, you must open up a support ticket by visiting our Support Center and submitting a ticket to our Billing Department. We apply credit to your proceeding month’s invoice for the confirmed downtime.
5. 24/7 Technical Support Response Time Guarantee
Blue Arctic guarantees access to technical support twenty-four (24) hours per day, seven (7) days per week. We further guarantee a response to all support tickets within forty-five (45) minutes.
For each full sixty (60) minutes beyond this guaranteed response time, the Client 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.
6. 2-Hour Hardware Replacement Guarantee
For dedicated servers provided by Blue Arctic, we guarantee replacement of failed hardware components within two (2) hours of problem identification.
For each full sixty (60) minutes beyond this two-hour threshold, the Client 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.
7. How You Will Receive SLA Credits
To claim an SLA Credit, Customer must open a support ticket through the Blue Arctic client portal, directed to the Billing Department, containing:
- The affected Service(s);
- Billing details (company name, address, contact information);
- Dates and time periods of the downtime;
- A full explanation of the incident with any supporting logs.
7.1 Claims must be submitted within seven (7) calendar days of the incident.
7.2 All claims will be verified against Blue Arctic’s system records. Should Blue Arctic dispute any period of alleged downtime, Blue Arctic will provide a record of Service availability. Disputes will be addressed in good faith.
7.3 Accounts must not be past due when requesting SLA Credits. Credits will be issued to the Customer’s account and automatically applied to future invoices.
8. When You Will Not Receive SLA Credits
Blue Arctic shall not be responsible for outages or delays caused by:
- Scheduled Downtime or emergency maintenance;
- Events beyond our reasonable control, including force majeure;
- Failures of internet backbone providers, ISPs, or third-party networks;
- Failures caused by Cloudflare or other upstream providers;
- Client-owned equipment, software, or misconfiguration;
- Violations of the TOS or AUP;
- Instability introduced by changes made to Client-owned infrastructure;
- Clients not in good standing or in arrears;
- Malicious or abusive activities by Client or end-users.
9. Limitations
- SLA Credits are the Client’s sole and exclusive remedy for downtime, response delays, or hardware failures.
- SLA Credits have no cash value, are non-transferable, and will not be refunded.
- SLA Credits may not exceed the Monthly Subscription Value for the affected Service in the applicable Monthly Period.
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.
EFFECTIVE DATE: THIS TERMS OF SERVICE WAS LAST UPDATED ON SEPTEMBER 2025.
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