Service Level Agreement
Our professional commitment to uptime, support quality, and infrastructure performance.
1. 99.9% Uptime Commitment
We guarantee that our core hosting services will be available and reachable from the global internet 99.9% of the time in any given monthly billing cycle. This applies to power, cooling, and physical network connectivity.
2. Maintenance Protocols
Scheduled maintenance is performed during off-peak hours and is communicated via our status page at least 24 hours in advance. Emergency maintenance required for critical security patches is exempt from the uptime calculation.
3. Service Credits
If we fail to meet our 99.9% uptime guarantee, customers are eligible for service credits. 0.1% to 1% downtime qualifies for a 10% credit, while downtime exceeding 1% qualifies for a 25% credit of the monthly service fee.
4. Support Response Times
We aim for 'Elite' support speed. Priority tickets are acknowledged within 15 minutes, while standard inquiries are resolved within 4 hours. Our support team is available 24/7/365 across all channels.
5. Exclusions
The SLA does not cover issues caused by customer-managed software, third-party upstream providers (e.g., global fiber cuts), or account suspensions due to Acceptable Use Policy violations.
Current Status?
We maintain transparent, real-time monitoring of all our global nodes and network infrastructure.