99.9% Uptime Guaranteed

Service Level Agreement

We don't just promise reliability; we financially guarantee it. If we go down, we pay you.

Uptime Compensation

Credits are calculated as a percentage of your monthly base fee.

Monthly Uptime Downtime (approx) Service Credit
99.9% - 100% < 43 minutes No Credit
99.0% - 99.8% 43 mins - 7 hours 10% Credit
95.0% - 98.9% 7 hours - 36 hours 25% Credit
< 95.0% > 36 hours 50% Credit

Support Response Targets

  • Critical Emergencies (Server Down) < 15 Mins
  • High Priority (Performance Issues) < 1 Hour
  • Normal Priority (How-to Questions) < 4 Hours

Exclusions

SLA credits do not apply for:

  • Scheduled Maintenance (announced 24h prior)
  • DDoS Attacks or Force Majeure events
  • Customer code errors or misconfiguration
  • Suspension due to detailed Policy violations

How to Request Credit

If you believe an SLA violation has occurred, please open a ticket with our Billing Department within 30 days of the incident. Please include logs or timestamps of the downtime.