This Service Level Agreement (“SLA”) forms part of the Terms of Service and applies to every paid server.
Availability commitment
We commit to 99.9% monthly availability of power and network connectivity to each server. A server is unavailable when it cannot be reached over the network or has lost power for reasons within our control.
Hardware replacement
If a GPU or server component fails, we replace the faulty component or the whole server. Time during which the server is unusable because of a hardware failure counts as unavailability. Servers that fail the checks described in our validation guide at delivery are replaced.
Service credits
| Monthly availability | Credit (% of the server's monthly fee) |
|---|---|
| Below 99.9% | 10% |
| Below 99.0% | 25% |
| Below 95.0% | 50% |
Credits are applied to your next renewal and are your sole remedy for unavailability. Total credits for a month cannot exceed 50% of that month's fee for the affected server.
Exclusions
- Scheduled maintenance announced at least 72 hours in advance.
- Issues caused by your software, configuration or use in breach of our policies.
- Suspension for non-payment or under the Acceptable Use Policy.
- Events beyond our reasonable control, such as natural disasters or upstream carrier failures outside our facilities.
Claiming a credit
Email our contact form within 30 days of the incident with the server hostname and the time window. We confirm eligibility based on our monitoring records.