Service Level Agreement

1. Uptime Guarantee

We guarantee 99.9% monthly network and power uptime for all Bronze, Silver, and Gold tier servers. Uptime is measured as the percentage of total minutes in a calendar month during which your server was reachable on the network, excluding scheduled maintenance and events outside our reasonable control described in Section 3.

2. Service Credits

If we fail to meet the 99.9% guarantee in a given calendar month, you may request a service credit toward your next invoice, calculated as follows:

• Below 99.9% uptime (up to 6 hours downtime): 5% of that month's plan cost credited.
• Below 99.5% uptime (up to 12 hours downtime): 10% of that month's plan cost credited.
• Below 99% uptime (more than 12 hours downtime): 25% of that month's plan cost credited.
• Below 95% uptime (more than 36 hours downtime): 50% of that month's plan cost credited.

3. Exclusions

This guarantee does not cover downtime caused by:

• Scheduled maintenance announced at least 24 hours in advance via email or dashboard notice.
• Issues within the guest operating system, application, or configuration under your control (e.g. misconfiguration, resource exhaustion from your own workload, software crashes).
• A denial-of-service attack directed at your specific server or IP address.
• Force majeure events, including but not limited to natural disasters, internet backbone outages, or actions by governments or third parties beyond our reasonable control.
• Suspension due to a violation of our Acceptable Use Policy or non-payment.

4. Provisioning Time

New orders are provisioned automatically and are typically ready within a few minutes of payment confirmation. If your server has not been provisioned within 60 minutes of a confirmed payment due to a fault on our end, contact support — you will be offered a refund or credit per our Refund Policy.

5. Support Response Times

Ticket priority determines our target first-response time:

• Urgent (server down / security incident): target first response within 1 hour.
• High: target first response within 4 hours.
• Normal: target first response within 12 hours.
• Low: target first response within 24 hours.

6. Claiming a Credit

To claim a service credit, open a support ticket within 14 days of the end of the affected billing period, including your server hostname and the approximate downtime window. We will verify the incident against our monitoring records and apply any eligible credit to your wallet balance.