This Service Level Agreement describes our network and host-node availability commitment for active, paid services.
Uptime commitment
We commit to 99.9% monthly availability of network connectivity and host-node power for your server. Availability is measured as the percentage of minutes in a calendar month during which your service is reachable, excluding the exclusions below.
Service credits
| Monthly uptime | Credit (of monthly fee) |
|---|---|
| 99.9% – 99.0% | 10% |
| 99.0% – 98.0% | 25% |
| 98.0% – 95.0% | 50% |
| Below 95.0% | 100% |
Exclusions
- Scheduled maintenance announced in advance.
- Issues caused by your software, configuration or actions.
- Suspensions under the Acceptable Use Policy or for non-payment.
- DDoS attacks exceeding our published mitigation capacity, and force-majeure events beyond our reasonable control.
Claiming a credit
Submit a claim through our contact form within 7 days of the incident, including your order reference and the approximate timeframe. Approved credits are applied to future service.