Service level agreement

1. The commitment

Each VPS and dedicated server carries a 99.9% uptime commitment per calendar month, covering the layers we control: power, network reachability and the host and virtualization platform. 99.9% allows roughly 43 minutes of downtime in a 30-day month; past that, the credit schedule below applies.

This document exists to price our failures, not to hide them. When the platform misses the number, the difference comes back to you as balance credit, without a negotiation.

2. What counts as downtime

A server is down when it is unreachable from the public internet for 60 consecutive seconds or longer because of a failure in our infrastructure — host hardware, our network, transit we contract, power, or the virtualization layer. Sustained packet loss above 30% over the same interval counts as unreachable; degraded throughput below that bar does not. Downtime is measured by our monitoring and cross-checked against the evidence you supply with a claim.

3. Credit schedule

Monthly uptime below 99.9%: credit of 10% of that server's monthly fee.
Below 99.0%: 25%.
Below 95.0%: 50%.

For servers bought on multi-month periods, the monthly fee is the total paid divided by the months in the period, addons included. Credits land on your prepaid balance and are capped at one month's fee per server per month. They are compensation, not cash: spendable on any service, but they follow the same refund treatment as bonus credit in the terms.

4. Exclusions

Scheduled maintenance, announced at least 48 hours ahead in the panel and capped at 4 hours per month.
Emergency security maintenance — live exploitation of the virtualization layer waits for nobody.
Anything inside your OS: configuration, software, full disks, firewall lockouts, kernel panics of your own making.
DDoS within the included mitigation envelope (1.5 Tbps upstream) is absorbed and not downtime. Attacks beyond it, or patterns that force a protective null-route of your address, are also excluded.
Suspension for AUP violation or non-payment.
DNS you host elsewhere, IP reputation and blacklisting by third parties — we sell reachability, not reputation.
Force majeure and failures outside our contracts: regional power grids, submarine cables, upstream registries.

5. Provisioning targets

VPS hand over within 15 min, dedicated servers within 2–12 h. These are targets, not uptime, and earn no percentage credits — but if a VPS is not delivered within 24 hours of payment, or a dedicated server within 72 hours, you may cancel the undeployed order for a full reversal of the balance debit, addon charges included.

6. How to claim

Claim within 14 days of the end of the affected month, via panel support or the contact form.
Include the server identifier, UTC timestamps of each outage window, and any evidence you have — mtr reports and ping logs shorten the conversation.
We reconcile against monitoring and answer within 7 days; approved credits are applied to balance immediately.

Claims are settled against records, not mood: where our monitoring shows the outage, the credit is automatic; where the records disagree, we show you ours. One credit per incident — an outage spanning a month boundary counts once, in the month it began.

7. Chronic failure

Credits compensate for a bad month; they do not excuse a bad quarter. If the same server misses the 99.9% target in three consecutive months, you may terminate it early and the unused remainder of its prepaid period returns to your balance as paid credit, refundable under the terms. We would rather lose the revenue than argue that three bad months in a row is acceptable service.