1. Availability commitments
| Component | Commitment | Allowance / month |
|---|---|---|
| Network availability | 99.9% | 43 min |
| Host node availability | 99.9% | 43 min |
| Control panel availability | 99.5% | 3 h 39 min |
| Power availability | 100% | 0 min |
Measured per calendar month, per service, from our external monitoring. Historical figures are published on the status page.
2. Service credits
| Monthly availability | Credit |
|---|---|
| 99.9% – 99.0% | 10% of monthly fee |
| 99.0% – 95.0% | 25% of monthly fee |
| 95.0% – 90.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
Credits are applied to your account and extend your term. They are not paid in cash. Where downtime is caused by an incident we have posted on the status page, credits are applied automatically — you do not need to ask, and you do not need to have noticed.
For anything not covered by a posted incident, open a ticket within 30 days with the approximate window and we will check the monitoring.
3. Hardware replacement targets
- Drives, power supplies, memory: 4 hours from confirmation of the fault.
- Mainboard, CPU: 12 hours from confirmation of the fault.
- Full chassis replacement: 24 hours.
These apply to dedicated servers. VPS instances on a failed node are migrated to healthy hardware, which is typically faster than a physical repair.
4. Exclusions
The SLA does not apply to downtime caused by:
- Planned maintenance announced at least 7 days in advance;
- Emergency security maintenance, announced as far ahead as circumstances permit;
- Your own software, configuration, or resource exhaustion inside your instance;
- Suspension under the acceptable use policy or for non-payment;
- Attacks exceeding the DDoS mitigation capacity of the location, where that capacity is published on the location page;
- Force majeure — natural disaster, war, government action, or failure of infrastructure outside our control such as a submarine cable cut.
Service credits are your sole and exclusive remedy for availability failures.