Service Level Agreement

1. Our commitment

We target 99.9% monthly availability for paid VPS, web hosting, streaming, storage and DNS services. Free tiers are provided as-is and are not covered by this agreement.

Availability is our north star, but this agreement is deliberately concrete about how it is measured and what happens when we miss it.

2. How availability is measured

• •Availability is calculated monthly as the percentage of minutes in the month during which the service was reachable and functional.
• •Measurements are taken from multiple external monitoring locations to avoid false positives.
• •A service is considered unavailable when monitoring from all locations consistently fails.
• •Latency degradation and packet loss are tracked separately and may qualify for credits at our discretion.

3. Exclusions

• •Scheduled maintenance announced at least 48 hours in advance.
• •Emergency maintenance needed to protect the platform, security or integrity of data.
• •Failures caused by customer configuration, code or third-party services outside our control.
• •Force majeure events, including natural disasters and large-scale network attacks.
• •Free tiers and beta features.

4. Service credits

• •Below 99.9% and at or above 99.0% monthly availability: credit of 10% of the monthly fee for the affected service.
• •Below 99.0% and at or above 95.0%: credit of 25% of the monthly fee.
• •Below 95.0%: credit of 50% of the monthly fee.
• •Credits are applied to future invoices and are the sole remedy under this agreement.

5. Making a claim

To claim a credit, contact our support team within 30 days of the incident with the affected service, the date and time range, and any supporting evidence such as monitoring data. We will investigate and respond. Credits are issued at our reasonable discretion following verification.

6. Support response targets

• •Standard support: initial response within one business day.
• •Priority support on eligible plans: initial response within four hours during business hours.
• •Security and abuse reports: triaged around the clock, including weekends and holidays.