Service Level Agreement

Uptime Commitment

We target 99.9% network and power uptime per calendar month across our hosting, VPS, and dedicated server infrastructure, excluding scheduled maintenance windows.

Scheduled Maintenance

Planned maintenance that may affect availability is scheduled outside peak hours where possible and announced in advance via email and/or our client dashboard. Scheduled maintenance does not count against the uptime commitment above.

Service Credits

If monthly uptime falls below 99.9% due to causes within our control, eligible customers may request a service credit toward a future invoice:

• 99.0% – 99.89% uptime: 5% of that month's hosting fee credited
• 95.0% – 98.99% uptime: 10% of that month's hosting fee credited
• Below 95.0% uptime: 20% of that month's hosting fee credited

How to Claim a Credit

Submit a support ticket under the "Billing" department within 15 days of the incident, including the affected service and approximate downtime window. Claims are verified against our internal monitoring.

Exclusions

This SLA does not cover downtime caused by factors outside our infrastructure, including customer-side misconfiguration, third-party services, DNS propagation, force majeure events, or violations of our Acceptable Use Policy.