We don't just promise reliability; we financially guarantee it. If we go down, we pay you.
Uptime Compensation
Credits are calculated as a percentage of your monthly base fee.
Monthly Uptime
Downtime (approx)
Service Credit
99.9% - 100%
< 43 minutes
No Credit
99.0% - 99.8%
43 mins - 7 hours
10% Credit
95.0% - 98.9%
7 hours - 36 hours
25% Credit
< 95.0%
> 36 hours
50% Credit
Support Response Targets
- Critical Emergencies (Server Down) < 15 Mins
- High Priority (Performance Issues) < 1 Hour
- Normal Priority (How-to Questions) < 4 Hours
Exclusions
SLA credits do not apply for:
- Scheduled Maintenance (announced 24h prior)
- DDoS Attacks or Force Majeure events
- Customer code errors or misconfiguration
- Suspension due to detailed Policy violations
How to Request Credit
If you believe an SLA violation has occurred, please open a ticket with our Billing Department within 30 days of the incident. Please include logs or timestamps of the downtime.