Legal Documents
Service Level Agreement
This Service Level Agreement (“SLA”) describes our uptime commitment for eligible Services and the service credits available if we fall short.
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1. Uptime commitment
We target 99.9% monthly network availability for active Cloud and Dedicated servers. Availability is measured as the percentage of minutes in a calendar month that the network is reachable, excluding the exclusions below.
2. Service credits
- 99.0% – 99.9%: 10% of the affected service’s monthly fee, as wallet credit.
- 95.0% – 98.99%: 25% of the affected service’s monthly fee.
- Below 95.0%: 50% of the affected service’s monthly fee.
Credits are applied to your wallet and capped at one month’s fee for the affected service per month.
3. Claiming credits
Open a support ticket within 30 days of the incident with the affected service and approximate downtime window. Credits are not issued automatically.
4. Exclusions
- Scheduled maintenance announced in advance.
- Issues caused by your software, configuration, or content.
- Suspensions for non-payment or AUP violations.
- Force majeure, upstream provider outages, or DDoS beyond mitigated thresholds.
5. Maintenance
We aim to perform disruptive maintenance during low-traffic windows and to notify you in advance via email and the client area announcements.
Questions about this policy? Email [email protected] or open a ticket from your client area.