Service Level Agreement
Guaranteed Uptime
1. Uptime Guarantee
We guarantee 99.9% uptime for all production services measured on a monthly basis. Uptime is calculated as the total minutes in a calendar month minus downtime minutes, divided by the total minutes in that month.
Scheduled maintenance windows are excluded from uptime calculations and will be announced at least 48 hours in advance via email and status page.
2. Service Credit Schedule
If we fail to meet the uptime guarantee, you are eligible for service credits as follows:
| Monthly Uptime % | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 98.99% | 25% |
| 90.0% - 94.99% | 50% |
| Below 90.0% | 100% |
Service credits are applied to future invoices and do not exceed 100% of the monthly fee for the affected service. Credits must be requested within 30 days of the incident.
3. Support Response Times
| Severity Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable | 15 minutes | 4 hours |
| High | Major feature impaired | 1 hour | 8 hours |
| Medium | Minor feature impaired | 4 hours | 24 hours |
| Low | General inquiry | 24 hours | 72 hours |
4. Network Guarantee
Our network infrastructure is designed with full redundancy. We guarantee:
- Multiple Tier-1 transit providers for redundant connectivity
- DDoS protection on all services at no additional cost
- Redundant network paths with automatic failover
- Regular network performance monitoring and optimization
5. Hardware Replacement
In the event of hardware failure, we guarantee replacement within the following timeframes:
- Hard drives / SSDs: 4 hours
- Memory modules: 4 hours
- Network components: 1 hour
- Complete server replacement: 8 hours
6. Data Protection
While we implement robust security measures and redundant storage, this SLA does not cover data loss. Customers are responsible for maintaining their own backup strategy. We recommend using our backup services for automated, off-site data protection.
7. Exclusions
This SLA does not apply to:
- Scheduled maintenance windows
- Force majeure events (natural disasters, war, government actions)
- Issues caused by customer actions or third-party software
- DNS propagation delays
- Beta or free-tier services
8. Claiming Credits
To request a service credit, open a support ticket within 30 days of the incident. Include the affected service, time period of the outage, and any relevant details. Credits are reviewed and applied within one billing cycle.