Service Level Agreement

Last updated: April 3, 2026

This Service Level Agreement ("SLA") describes the uptime commitments, service credit schedules, and claim procedures for services provided by Practical Objects, LLC (d/b/a Impulse Hosting). This SLA supplements and is incorporated into our Terms of Service.

1. Uptime Guarantee

Impulse Hosting guarantees 99.9% monthly uptime for all production services, measured on a per-service basis. Uptime is calculated as total minutes in the calendar month minus minutes of unplanned downtime, divided by total minutes in the month.

This uptime guarantee applies to the availability of your provisioned services — including compute, storage, database, and network connectivity to the Impulse Hosting border router. It does not apply to the availability of the Impulse Hosting marketing website, client portal UI, API, or DNS infrastructure.

2. Covered Services

This SLA covers the following Impulse Hosting services:

• Website Hosting — Shared, WordPress, and WooCommerce hosting plans (server-level availability)
• Cloud VPS — Virtual server host node and network availability
• Bare Metal — Dedicated server hardware and network availability
• ImpulseDrive — S3-compatible object storage availability (API endpoint and data access)
• ImpulseDB Postgres — Managed PostgreSQL connection availability
• ImpulseDB Valkey — Managed Valkey connection availability

2.1 Cloud GPU

Due to the specialized nature of GPU hardware and limited inventory, Cloud GPU instances operate on a best-effort basis and are not covered by this SLA. In the event of a GPU hardware failure, Impulse Hosting will make a best effort to restore your instance in the same or nearest available location as quickly as possible. If restoration is not possible within a reasonable timeframe, you may request a prorated refund for the affected downtime period by opening a support ticket.

3. Service Credit Schedule

If Impulse Hosting fails to meet the 99.9% monthly uptime guarantee for any covered service, you are eligible for a service credit based on the duration of unplanned downtime in that calendar month:

Monthly Uptime	Downtime	Service Credit
99.0% – 99.9%	Up to ~7.3 hours	10% of monthly fee
95.0% – 99.0%	~7.3 – 36.5 hours	25% of monthly fee
90.0% – 95.0%	~36.5 – 73 hours	50% of monthly fee
Below 90.0%	73+ hours	100% of monthly fee

Credits are calculated on a per-service basis, not account-wide. For example, if one of your five VPS instances experiences qualifying downtime, the credit applies only to that instance's monthly fee — not your entire account balance.

3.1 Credit Limits

• Service credits may not exceed one month's fee for the affected service in any given calendar month.
• Credits are applied to future invoices and are not redeemable for cash.
• Credits from multiple SLA categories (e.g., network and hardware) for the same incident may not be combined. Only the highest applicable credit will be issued.

4. Network Performance

Impulse Hosting monitors aggregate packet loss across all LAN and WAN infrastructure. Excess Packet Loss is defined as packet loss exceeding 1% between your service and the Impulse Hosting border router, sustained for more than five (5) consecutive minutes.

If you experience packet loss exceeding this threshold, you must notify Impulse Hosting by opening a support ticket. The support ticket timestamp will be used as the beginning of the outage for credit calculation purposes.

5. Exclusions

This SLA does not apply to downtime or performance degradation caused by:

• Scheduled maintenance — Maintenance windows announced at least forty-eight (48) hours in advance via email or status page, or emergency security patches not exceeding ten (10) minutes in duration.
• Customer actions — Misconfiguration, improper setup, application errors, or resource exhaustion caused by your software or workloads.
• DDoS attacks — Distributed denial-of-service attacks targeting your services or Impulse Hosting infrastructure, including any mitigation actions taken in response.
• Service suspension — Downtime resulting from account suspension for non-payment, AUP violation, or abuse.
• Force majeure — Natural disasters, acts of war, government actions, pandemics, power grid failures, or other events beyond Impulse Hosting's reasonable control.
• Third-party failures — Outages of upstream providers, transit networks, DNS registries, or other services outside Impulse Hosting's infrastructure.
• Instance state changes — Services that are stopped, paused, halted, or powered off by the customer.
• Software-level availability — This SLA covers infrastructure availability only. Uptime of software running on your services (web servers, databases you install on VPS, application code) is your responsibility.

6. Claim Procedure

To request an SLA credit, you must:

1. Open a support ticket or email support@impulsehosting.com.
2. Explicitly request an SLA credit in the ticket. Opening a ticket about an outage alone does not automatically generate a credit.
3. Notify Impulse Hosting within forty-eight (48) hours of the start of the incident. Failure to report an SLA breach within 48 hours forfeits eligibility for service credits for that incident.
4. Submit a formal credit request within thirty (30) days of the incident. Claims submitted after thirty days will not be honored.
5. Include the affected service, approximate start and end time of the outage, and any relevant details (error messages, monitoring data, etc.).

Impulse Hosting will review the claim, verify the outage against our internal monitoring data, and apply the appropriate credit within five (5) business days if the claim is validated.

7. Service-Specific Notes

7.1 Shared Hosting

The SLA covers server-level availability. If the server hosting your account is operational but your website is down due to application errors, exceeded resource limits, or CMS issues, this does not qualify as SLA downtime.

7.2 ImpulseDrive

The SLA covers availability of the S3 API endpoint and data accessibility. Temporary rate limiting due to excessive API request volume is not considered downtime. Replication lag between regions on multi-region plans is not covered.

7.3 ImpulseDB (Postgres & Valkey)

The SLA covers the ability to establish and maintain connections to your database. Slow query performance caused by unoptimized queries, missing indexes, or connection pool exhaustion on your end is not considered downtime. Automated failover events that result in brief connectivity interruptions (under 30 seconds) are not considered downtime.

7.4 Cloud VPS & Bare Metal

The SLA covers host node hardware availability and network connectivity to the Impulse Hosting border router. Operating system crashes, kernel panics, or software failures within your instance are your responsibility and are not covered.

8. Modifications

We may update this SLA from time to time. Material changes will be communicated via email at least thirty (30) days before they take effect. The "Last updated" date at the top of this page reflects the most recent revision.