1. Definition and Scope of the SLA
This Service Level Agreement (SLA) sets forth the commitments for availability, performance, and technical support that Grupo Platinium, C.A. (RIF J-29723146-3) and Grupo Platinium LLC (EIN 33-1503223) guarantee to all their active clients utilizing services such as Cloud Hosting, VPS, Dedicated Servers, Reseller Hosting, and Streaming.
This SLA is an integral part of the service contract and applies from the activation of the contracted service. Availability metrics are calculated monthly on a 720-hour (30-day) basis.
Domain and SSL certificate services are subject to the SLAs of upstream providers (ICANN, Let's Encrypt) and are excluded from PlatiniumHost's availability calculation.
2. Availability Guarantee (Uptime)
PlatiniumHost guarantees 99.9% monthly availability for all Cloud Hosting, VPS, and Dedicated Server services. This equates to a maximum of 43.8 minutes of unscheduled downtime per month.
NVMe Cloud Hosting: 99.9% guaranteed uptime. Geolocated VPS: 99.9% guaranteed uptime. Dedicated Servers: 99.9% guaranteed uptime. Reseller Hosting: 99.9% guaranteed uptime. Streaming Radio: 99.5% guaranteed uptime.
Availability is continuously monitored from multiple geographic locations (Miami, FL; Los Angeles, CA; New York, NY; Buffalo, NY; and Venezuela) using certified third-party monitoring tools.
3. SLA Breach Compensation
If PlatiniumHost fails to meet the monthly uptime guarantee, the client is entitled to the following service credit compensations, which will be automatically applied to the next invoice: Uptime between 99.0% and 99.9% (44-432 minutes of downtime): a credit equivalent to 10% of the proportional monthly charge for the affected service. Uptime between 95.0% and 98.99% (432 minutes - 36 hours of downtime): a credit equivalent to 25% of the monthly charge. Uptime between 90.0% and 94.99% (36-72 hours of downtime): a credit equivalent to 50% of the monthly charge. Uptime below 90.0% (more than 72 hours of downtime): a credit equivalent to 100% of the monthly charge.
SLA credits are applied exclusively as a discount on the subsequent invoice and are not redeemable for cash. The maximum credit value shall not exceed the total charges for the affected month.
To request an SLA credit, the customer must submit a ticket via my.platiniumhost.com/submitticket within 15 calendar days of the incident, providing the following details: the affected service number, the incident's start and end date and time, and evidence of the impact.
4. SLA Exclusions
The following situations are excluded from the availability warranty and do not entitle to compensation:
Scheduled maintenance notified at least 48 hours in advance by email and/or control panel.
Interruptions caused by force majeure, including natural disasters, widespread power outages, national or international DDoS attacks, governmental decisions, or legal restrictions.
Interruptions caused by the client's own actions, including incorrect configurations, server-overloading scripts, violations of the Terms of Service, or installation of malicious software.
Disruptions to third-party services not controlled by PlatiniumHost, including domain registrars, external DNS providers, third-party CDN services, and payment gateways. End-user internet connectivity disruptions. DDoS attacks specifically targeting the client's service that exceed the contracted mitigation capacity.
Data loss due to causes not attributable to PlatiniumHost, including client errors, accidental deletion, or data corruption caused by client-installed software.
5. Technical Support Response Time
PlatiniumHost provides Level 3 technical support, available 24/7/365, including holidays observed in Venezuela and the United States.
Guaranteed response times, based on incident criticality, are as follows: Critical (service completely down, production impact): initial response within 15 minutes, resolution or action plan within 2 hours. High (significant service degradation): initial response within 30 minutes, resolution within 4 hours. Medium (partially affected functionality): initial response within 2 hours, resolution within 24 hours. Low (general inquiries, non-urgent configurations): initial response within 4 hours, resolution within 48 hours.
The available support channels are: Ticket Portal at my.platiniumhost.com/submitticket (primary and preferred channel); WhatsApp Venezuela: +58 412 244 3723; WhatsApp USA: +1 321 437 1447. WhatsApp support is available for critical and high-priority incidents outside standard business hours.
6. Infrastructure and Redundancy
PlatiniumHost operates its infrastructure in Tier III+ datacenters located in: Miami, Florida (the primary datacenter for LATAM and Venezuela, with an average latency of 31ms from Caracas); Los Angeles, California; New York, New York; Buffalo, New York.
All datacenters feature: N+1 electrical redundancy with UPS and diesel generators; Redundant network connectivity with multiple transit providers (BGP multihomed); Redundant cooling systems; Restricted physical access with biometric control and 24/7 CCTV; SOC 2 Type II and/or ISO 27001 certifications from datacenter operators.
Cloud Hosting servers operate on RAID NVMe SSD storage with data redundancy. Dedicated Servers feature enterprise-grade hardware with guaranteed replacement of faulty hardware within 4 hours during datacenter hours.
7. Backups
PlatiniumHost conducts daily automated backups of all Cloud Hosting and Reseller Hosting services, with a minimum 14-day retention period. Backups are stored in geographically separate locations from the production server.
For Dedicated and VPS Servers, backups are the client's responsibility unless the additional Backup Cloud service has been purchased. PlatiniumHost offers tools to facilitate the configuration of automatic backups.
Important: PlatiniumHost backups are a complimentary service and DO NOT replace the client's responsibility to maintain their own backups of critical data. PlatiniumHost does not guarantee 100% recoverability of all data in all loss scenarios.
8. Amendments to the SLA
PlatiniumHost reserves the right to amend this SLA upon at least 30 calendar days' prior notice, provided via email and publication on the client portal.
Amendments that reduce guaranteed service levels will entitle the client to cancel their services without penalty within 30 days following notification, with a pro-rata refund for the unused period.
Last updated: June 2026. Version 2.0. For inquiries regarding this SLA, please contact my.platiniumhost.com/submitticket.
