1. Uptime commitment
Each server is available at least 99.9% of the minutes in a calendar month. A server is "unavailable" when it cannot be reached over its public network interface, or when a GPU, drive or memory module it was rented with has failed, and the cause is within our control. Unavailability is measured from the moment you open a support ticket, or from our own monitoring alert if earlier.
2. Service credits
| Monthly availability | Credit on that server's monthly fee |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
Credits are applied to the next invoice. To claim, open a billing ticket from your console within 30 days of the end of the affected month, quoting the reference of the incident ticket; we confirm the calculation within 10 business days.
3. Hardware replacement
A failed GPU, drive, memory module or network interface is replaced, or your workload moved to equivalent hardware, within 4 hours of diagnosis, around the clock. Data on a failed local drive cannot be recovered; keep copies of irreplaceable data on block or object storage.
4. Support response
| Priority | Definition | Response target |
|---|---|---|
| Incident | Server unreachable, GPU or hardware fault, degraded network | 15 minutes, 24/7 |
| Standard | Configuration help, re-imaging, firewall changes, billing | 4 hours |
| Planned work | Upgrades, migrations, custom images | 1 business day |
5. Maintenance
Planned maintenance that affects availability is announced at least 7 days in advance, scheduled with you where possible, and limited to 4 hours per month. It does not count as unavailability. Emergency security maintenance may be shorter notice; we will tell you as soon as we know.
6. Exclusions
- Outages caused by your software, configuration, workload or traffic, or by your own upstream providers.
- Suspension for non-payment or a breach of the acceptable use policy.
- Force majeure: events outside our reasonable control, including regional power or carrier failures affecting the whole facility.
- Beta or trial services expressly marked as such.
7. Limits
Service credits are your sole remedy for missed availability under this SLA and are capped at 50% of the affected server's monthly fee. This SLA is governed by the terms of service.