Service Level Agreement
Our uptime commitment, what happens when we miss it, and how to claim a credit.
This SLA forms part of the Terms of Service and applies to all production services in HOU1.
1. The commitment
We commit to 99.99% network and power availability per calendar month, measured at the point where your service connects to our network.
99.99% of a 30-day month allows roughly 4 minutes 19 seconds of unavailability.
2. What counts as unavailable
A service is unavailable when it cannot be reached from our network edge due to a failure of our network or power infrastructure, for a period of one minute or longer, confirmed by our monitoring or by a ticket you raised.
Sustained packet loss above 5% affecting your service is treated as unavailability for the duration.
3. Service credit schedule
Credits are calculated against the monthly fee for the affected service:
| Monthly availability | Service credit |
|---|---|
| 99.99% – 99.90% | 10% of monthly fee |
| 99.89% – 99.00% | 25% of monthly fee |
| 98.99% – 95.00% | 50% of monthly fee |
| Below 95.00% | 100% of monthly fee |
Credits are applied to your account and can be spent on any service. They are not refundable to a payment method, and total credits in any month will not exceed the monthly fee for the affected service.
4. Exclusions
The commitment does not cover unavailability caused by:
- Scheduled maintenance announced at least 48 hours in advance on the announcements page and by email.
- Emergency maintenance necessary to preserve the security or integrity of the platform.
- Your own software, configuration, resource exhaustion or operating system.
- Suspension under the Terms or AUP.
- Denial-of-service attacks exceeding the capacity of our mitigation, or attacks originating from your own service.
- Events beyond our reasonable control, including natural disaster, war, and failure of upstream carriers where redundant paths are also affected.
5. Hardware replacement
For dedicated servers we commit to beginning replacement of failed hardware within one hour of diagnosis, 24/7. Diagnosis begins when you report the fault or our monitoring detects it, whichever is first. Replacement time depends on the component; we will keep you updated through the ticket.
6. Claiming a credit
Credits are not automatic. Open a ticket to the Billing department within 30 days of the incident, including:
- The affected service identifier.
- The dates and times of unavailability, with timezone.
- Any logs or monitoring output you have.
We respond within five business days. Where our own monitoring already confirms the incident, we will normally have applied the credit before you ask.
7. Sole remedy
Service credits are your sole and exclusive remedy for any failure to meet the availability commitment in this SLA.