Service Level Agreement

1. Covered Services UPDATED

Unless your Order Page or statement of work states otherwise, this SLA covers:

For Self‑Managed VPS, this SLA covers only the underlying network availability and hypervisor/platform layer within our control. It does not cover OS‑level issues, application failures, customer misconfigurations, or problems caused by customer software. For Managed plans, this SLA covers both the platform layer and the managed infrastructure layer that we operate on your behalf (OS, server configuration, updates, and monitoring within the scope of the managed plan).

2. Availability Commitment

We target 99.9% monthly uptime for covered Services ("Uptime Commitment"). "Uptime" is calculated as the percentage of total minutes in a calendar month during which the covered Service is available for HTTP/HTTPS requests from the public internet, excluding the Exclusions below.

Formula: Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

99.9% uptime corresponds to a maximum of approximately 43 minutes of downtime per calendar month.

3. How We Measure Availability NEW

Availability is measured using our internal monitoring systems, which perform periodic health checks from external locations. Provider's monitoring data is the authoritative source for calculating uptime. If Customer's independent monitoring shows a discrepancy, we will review the data in good faith. A Service is considered "unavailable" when it is completely unreachable for HTTP/HTTPS requests from the public internet due to a cause within our control.

4. Exclusions

The following do not count as downtime for SLA purposes:

• Scheduled maintenance announced at least 24 hours in advance (where reasonably practicable), or emergency maintenance required to address urgent security risks or prevent imminent disruption.
• Force majeure events outside our reasonable control (e.g., large‑scale internet outages, upstream fiber cuts, war, natural disasters, pandemics, government actions).
• DDoS attacks and similar events, unless primarily caused by our failure to implement reasonable mitigation available under the Service tier.
• Issues caused by Customer Content, code, configuration, or third‑party services (DNS providers, payment gateways, external APIs, CDNs).
• Suspension due to AUP violations, fraud, non‑payment, or actions taken by our Infrastructure Providers (Hetzner, UpCloud, or others) in response to violations of their policies.
• Outages of upstream Infrastructure Providers (Hetzner, UpCloud, or others) that are beyond our reasonable control, provided we use reasonable efforts to mitigate and restore service.
• Issues specific to Self‑Managed VPS that occur above the network/hypervisor layer (OS crashes, application errors, firewall misconfigurations, resource exhaustion caused by customer workloads).
• Beta, preview, or free-tier services, unless explicitly stated otherwise.

5. Service Credits UPDATED

If we fail to meet the Uptime Commitment in a given month, eligible customers may request Service Credits as follows:

For annual plans, the "monthly fee" is calculated as the annual fee divided by 12. Service Credits are applied as a credit to future invoices for the same Service. They are not refundable as cash, are not transferable, and have no exchange value. Maximum Service Credits in any single calendar month shall not exceed 50% of the monthly fee for the affected Service.

6. How to Request Credits

To request a Service Credit, submit a support ticket via the client portal within 14 days after the end of the month in which the downtime occurred. Include your domain/service identifier and timestamps of the observed downtime. We will verify the claim against our monitoring data and respond within 10 business days. If you do not request within this period, you waive the credit for that month.

7. Planned Maintenance

We may schedule maintenance to improve security, performance, or reliability. Where possible, we will provide at least 24 hours' advance notice via the client portal, email, or status page, and schedule maintenance during low‑traffic periods. Emergency maintenance may be performed without advance notice to address urgent security risks, active attacks, or imminent service disruption. We will provide notice as soon as reasonably practicable during or after emergency maintenance.

8. Infrastructure Providers NEW

Our Services are delivered on infrastructure provided by third‑party Infrastructure Providers, including Hetzner Online GmbH (Germany) and UpCloud Ltd (Finland), and potentially other providers in regions selected by the Customer (e.g., US, Singapore). Each Infrastructure Provider operates under its own SLA and policies. We aggregate and pass through their availability commitments to the extent they apply to the covered Services. In the event of an upstream outage:

• We will use commercially reasonable efforts to restore service, communicate status updates, and assist with mitigation.
• Where an upstream provider provides Service Credits to us for an outage affecting your Service, we will pass through a proportionate credit.
• Upstream outages that are beyond our reasonable control are excluded from our Uptime Commitment as described in Section 4.

9. Service Activation (Provisioning) Time

Provisioning and activation are separate from uptime. For newly paid orders, we aim to activate services within 48 hours after payment confirmation and completion of any required verification. If we fail to activate within 48 hours due to reasons within our control, you may request cancellation and a refund of the initial hosting fees paid for that order (domain fees and third‑party licenses excluded). Activation timing may be affected by fraud prevention holds, identity/business verification, upstream provider or registry delays, force majeure, or maintenance.

10. Escalation and Communication NEW

During a service disruption, we will publish status updates on our status page and/or the client portal. For critical incidents (platform‑wide outages), we aim to post the first update within 30 minutes of detection and provide updates at least every 60 minutes until resolution. For managed plans, you may escalate unresolved incidents through the client portal.

11. Changes

We may update this SLA. Updates apply prospectively and will be posted with a new effective date. Material changes will be notified in accordance with the Terms of Service. No update will reduce the Uptime Commitment for a Billing Cycle already in progress.