Service Level Agreement

We commit to 99.9% network availability each calendar month — the ability of your server’s IP addresses to send and receive traffic through our network edge.

If monthly availability falls below 99.9%, you receive a credit on the affected server’s monthly fee:

• below 99.9%: 10%
• below 99.0%: 25%
• below 98.0%: 50%

Credits are capped at 50% of the monthly fee, added to your account balance, and must be requested within 7 days of the incident by support ticket from your client area.

Failed components — drives, memory, power supplies, network cards — are replaced at no cost by on-site staff, around the clock. If a replacement takes more than 24 hours from diagnosis, the time beyond 24 hours counts as downtime for credits.

Servers are online in under 5 minutes after payment. If a server is not delivered within 24 hours of payment, you can cancel for a full refund to your balance.

The SLA does not cover: scheduled maintenance announced at least 48 hours in advance (maximum 4 hours per month); issues caused by your software, configuration or actions; attacks beyond our mitigation capacity; suspensions for non-payment or Acceptable Use Policy breaches; third-party networks beyond our edge; and events outside our reasonable control.