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 |
The commitments apply per calendar month and service. The status page does not currently establish a verified historical uptime record. Report an incident with its time window so the service-credit request can be assessed.
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 |
Eligible service credits extend your term and are not paid in cash. Contact support with the affected service and incident window to have the request reviewed under this scale; automatic credit processing is not promised by the order flow.
Submit a service-credit request within 30 days of the incident with the approximate window and supporting details.
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 recovery depends on the incident and available resources; these targets are not a measured recovery-time record.
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 the contractual remedy under this SLA. Mandatory statutory rights remain unaffected.