Service Level Agreement

1. Commitment

We target 99.9% monthly network and host availability for every paid service ("Uptime"). Uptime excludes scheduled maintenance announced at least 24 hours in advance, issues caused by your configuration or software, force majeure, and suspensions under the Terms or AUP.

2. Service credits

If monthly Uptime falls below the target, you may claim a credit on the affected service's monthly fee: 99.0%–99.9% → 10% credit; 95.0%–98.99% → 25% credit; below 95.0% → 50% credit. Credits are applied to future invoices, are capped at one month's fee, and are the exclusive remedy for availability issues.

3. Claiming

Open a ticket titled "SLA credit" within 14 days of the incident, including the affected service and timestamps. We verify against our monitoring and respond within 5 business days.