Legal
Service Level Agreement
Last updated: May 24, 2026
Uptime Guarantee
We guarantee a network uptime of 99.99% for all Cloud, VPS, and VDS plans, and 99.9% for Shared Web Hosting.
Service Credits
If monthly uptime falls below the guaranteed level, you may request service credits:
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.99% — 99.90% | 10% |
| 99.89% — 99.50% | 25% |
| 99.49% — 99.00% | 50% |
| Below 99.00% | 100% |
What Counts as Downtime
- Complete inability to access the service over the public internet
- Failure of our network or infrastructure to respond
- Hardware or hypervisor failure on our managed services
What Does NOT Count
- Scheduled maintenance announced at least 48 hours in advance
- Emergency maintenance
- Force majeure (natural disasters, government action, war)
- Customer-caused issues (misconfiguration, code bugs, exceeded quotas)
- DDoS attacks targeting customer
- Third-party services (DNS, payment gateways, etc.)
- Internet connectivity issues outside our network
How to Claim a Credit
- Open a Billing ticket within 30 days of the incident
- Provide the date, time, and duration of the outage
- We will verify against our monitoring and respond within 5 business days
- Approved credits apply to your next invoice
Response Times
| Priority | First Response |
|---|---|
| Urgent (service down) | ≤ 15 minutes |
| High | ≤ 1 hour |
| Medium | ≤ 4 hours |
| Low | ≤ 24 hours |
Maximum Liability
The total credit issued in any month will not exceed 100% of the monthly fees paid for that service. SLA credits are the sole and exclusive remedy.
Status Page
View real-time service status at our Status Page.