Service Level Agreement

1. Scope

This Service Level Agreement (“SLA”) sets out the operator-side uptime targets for the Service, the severity-tier response windows for incident reports, the credit ladder applied on a confirmed downtime event, and the exclusions that carve out specific event categories from the credit ladder. The SLA forms part of the Terms at /legal/tos.

The SLA applies to the Service as defined in the Terms — dedicated server tiers and VPS tiers procured from the operator catalog at /server, /vps, or /price. Addons listed in /price are not within the SLA’s headline targets except where an addon is independently scoped in this document.

2. Headline uptime targets

VPS tiers: 99.9% monthly uptime measured at the operator-disclosed measurement point. Pre-launch placeholder pending Operator’s confirmation with the upstream procured-infrastructure provider on the operationally-supportable target.

Dedicated server tiers: 99.95% monthly uptime measured at the operator-disclosed measurement point. Pre-launch placeholder pending Operator’s confirmation with the upstream procured-infrastructure provider on the operationally-supportable target.

Measurement point: operator-disclosed at the network ingress of the procured-infrastructure datacenter. Round-trip-time, downstream-network conditions outside the procured-infrastructure jurisdiction, and Customer-side network conditions are explicitly outside the measurement-point scope. Counsel finalises the measurement-point definition before deploy.

Measurement window: rolling thirty-day calendar window. The window resets on the first day of each calendar month at the operator-disclosed timezone. Credit calculations under section 4 use the rolling window, not the calendar month.

3. Severity tiers and response windows

Sev-1 — total Service outage. The Service is not reachable at the network ingress of the procured-infrastructure datacenter. Operator’s first-response window for Sev-1: pre-launch placeholder pending Operator’s confirmation of the operationally appropriate window. Operator’s mitigation-target window for Sev-1: pre-launch placeholder.

Sev-2 — partial Service degradation. The Service is reachable at the network ingress but degraded along a specific axis (storage I/O, network throughput, control-plane responsiveness). Operator’s first-response window for Sev-2: pre-launch placeholder. Operator’s mitigation-target window for Sev-2: pre-launch placeholder.

Sev-3 — operator-side advisory. The Service is fully operational; an operator-side maintenance window or upstream-provider notification has been received and is communicated to the Customer’s account email. Operator’s first-response window for Sev-3: pre-launch placeholder.

Sev-4 — informational. Operator-side advisory of an event with no Service-impact dimension. No first-response window applies.

Severity classification is operator-side; the operator-disclosed reasoning for the assigned severity is recorded in the incident log and is reviewable by Customer through the legal@ contact channel listed in the operator footer.

4. Credit ladder

The credit ladder below is the operator-side credit applied to the next renewal invoice on a confirmed downtime event. The credit is denominated in the cycle-equivalent of the affected Service tier; the credit is not denominated in the asset originally used to settle the underlying invoice. The credit is non-cumulative across calendar months — a single downtime event generates a single credit, applied to the single immediately-following renewal invoice.

Tier 1 — uptime in the rolling thirty-day window between the headline target and the headline target less twenty-five basis points. Credit: ten percent of the cycle-equivalent for the affected Service tier. Pre-launch placeholder pending counsel finalisation.

Tier 2 — uptime in the rolling thirty-day window between the headline target less twenty-five basis points and the headline target less seventy-five basis points. Credit: twenty-five percent of the cycle-equivalent. Pre-launch placeholder.

Tier 3 — uptime in the rolling thirty-day window between the headline target less seventy-five basis points and the headline target less one hundred fifty basis points. Credit: fifty percent of the cycle-equivalent. Pre-launch placeholder.

Tier 4 — uptime in the rolling thirty-day window below the headline target less one hundred fifty basis points. Credit: one hundred percent of the cycle-equivalent. Pre-launch placeholder. Tier 4 credit is the maximum credit applicable to a single downtime event; further degradation does not generate further credit beyond Tier 4 for the same event.

The credit applies to the cycle-equivalent for the affected Service tier irrespective of the cycle Customer selected at Order time. A monthly Order generates a credit denominated in the monthly cycle-equivalent; a quarterly Order generates a credit denominated in the monthly cycle-equivalent (one-third of the quarterly invoice), and an annual Order generates a credit denominated in the monthly cycle-equivalent (one-twelfth of the annual invoice).

5. Claim process

Customer claims an SLA credit by emailing the support@ alias listed in the operator footer within the operator-disclosed claim window — pre-launch placeholder. The claim references the affected Service identifier, the affected time range as observed by Customer, and the Customer-side observation evidence (HTTP status codes returned by Customer’s monitoring, ICMP probe results, application-layer health probe results).

Operator reviews the claim against the operator-side incident log within the operator-disclosed review window — pre-launch placeholder. Operator either confirms the credit and applies it to the next renewal invoice, requests further evidence from Customer, or denies the claim with the operator-disclosed reasoning. The operator’s reasoning is recorded in the incident log and is reviewable by Customer through the legal@ contact channel.

The claim window does not extend the credit’s maximum scope under section 4. A single downtime event generates a single credit; multiple claims that reference the same incident are consolidated into a single credit at the operator-side review.

6. Exclusions

The following event categories are expressly excluded from the credit ladder. Counsel finalises the enumerated event list before deploy.

Force majeure events as defined in the Terms section 12, including acts of state, armed conflict, civil disturbance, natural disaster, pandemic, upstream-provider outage attributable to a force-majeure cause, internet-backbone disruption attributable to a force-majeure cause, and acts of cyber-warfare attributable to a state actor.

Operator-disclosed scheduled maintenance windows, communicated in advance to the Customer’s account email per the Sev-3 advisory protocol. The operator-disclosed maintenance window does not contribute to the downtime calculation under section 2.

Customer-side configuration error — the Service environment is reachable at the network ingress but the Customer-side application stack is misconfigured and does not respond. Operator does not assume responsibility for the Customer-side application stack; Customer-side configuration error is excluded from the credit ladder.

Customer-side resource exhaustion — the Service tier is operating within the operator-disclosed resource envelope but the Customer-side workload exceeds the envelope (CPU saturation, memory exhaustion, storage exhaustion, network-throughput saturation). Operator advises Customer of the appropriate tier upgrade through the support@ contact channel; the resource-exhaustion event is excluded from the credit ladder.

Customer-initiated reboot, reinstall, or destruction of the Service environment. The credit ladder does not apply to downtime attributable to a Customer-initiated operation against the Customer’s own Service environment.

Network-abuse mitigation — operator-side mitigation of a denial-of-service event or other network-abuse event affecting the broader procured-infrastructure jurisdiction. Operator may apply traffic-shaping or temporary blackholing at the procured-infrastructure ingress to protect the broader jurisdiction; the duration of the mitigation is excluded from the credit ladder.

7. Maximum aggregate credit

The maximum aggregate credit applied to a single Service in any rolling thirty-day window is one hundred percent of the cycle-equivalent for the affected Service tier. The credit is the sole and exclusive remedy for a confirmed downtime event under this SLA. Counsel finalises the sole-remedy clause before deploy.

8. SLA review and revision

Operator reviews the SLA on an operator-disclosed cadence and may publish a revised SLA at /legal/sla with a new lastUpdated date. Material revisions take effect on the effectiveFrom date specified in the revised frontmatter. Customer may terminate under the Terms section 9 if Customer does not accept a material revision.