Skip to main content
Last Updated: August 22nd, 2026

​
Overview

This Service Level Agreement (“SLA”) sets out the uptime we commit to, the events that qualify for compensation, and how to claim a service credit if we fall short. It forms part of our Terms of Service. Service credits are your sole and exclusive remedy for downtime or unavailability of your service.

​
Qualifying Services

All paid services qualify for SLA, including virtual servers, dedicated servers, and web hosting. The following do not qualify:
  • Free, trial, promotional, or complimentary services
  • Services explicitly labelled as beta, testing, or experimental
  • Services that are suspended, cancelled, or past due at the time of the event

​
Uptime Commitment

We guarantee 99% uptime per service, measured per calendar month. Uptime is measured against the availability of the service itself. Downtime is any period during which your service is fully unavailable due to a qualifying event on our side.

​
How Downtime Is Measured

Downtime begins at the earlier of:
  • The time our monitoring first records the service as unavailable, or
  • The time you open a support ticket reporting the service as unavailable.
Downtime ends when the service is restored to a working state, whether by us or automatically. Duration is determined by our monitoring systems, node logs, and internal records. Where our records and a third-party monitoring service disagree, our records apply. Time spent waiting on a response from you, or on work that requires access to your operating system, is not counted as downtime.

​
Qualifying Events

These qualifying events may include, but are not limited to:
  • Network outages
  • Power outages
  • Datacenter failures
  • Host node issues

​
Non-Qualifying Events

We do not provide SLA credit for the following:
  • Network packet loss
  • Network throughput issues
  • Failures caused by the client, including misconfiguration, resource exhaustion, or a broken operating system
  • Failures confined to an individual VPS where the host node is healthy
  • Performance issues, including slowdowns caused by fair use limits or CPU capping
  • Scheduled or emergency maintenance
  • Service cancellation or suspension, including suspension for non-payment or under our Abuse Policy
  • DDoS attacks, including nullrouting of an attacked IP address
  • Events outside our reasonable control, such as natural disasters, government action, upstream carrier failures, or failures of a third-party service you rely on

​
Service Credits

Credits are issued as an extension of your service term. The extension is based on the length of a single qualifying incident: There must be a minimum of 1 hour of downtime in order for SLA credit to be issued. Total credits issued for any single service will not exceed 30 days of that service’s term within a calendar month.

​
Form of Credit

Service credits are applied as additional service time on the affected service only. They hold no cash value, cannot be exchanged for a refund or account credit, and cannot be transferred to another service or account. Credits do not apply to setup fees, add-on fees, or other one-time charges.

​
Claiming SLA Credits

To claim a credit, open a support ticket from the client area within 72 hours of the qualifying event. Please include the following so we can process the claim without delay:
  • The service ID, hostname, or IP address of the affected service
  • The date and approximate start time of the outage, including your timezone
  • The time the service was restored, if it has been
  • Any monitoring logs, traceroutes, or screenshots you have
You must also meet the following requirements:
  • Your account must be in good standing.
  • You must not have created a chargeback.
  • You must have created a ticket within 72 hours of the qualifying event.
  • Your service must not be cancelled or suspended.
  • SLA can only be claimed once per incident.
We aim to review claims within 5 business days. If a claim is approved, the credit is applied to the renewal date of the affected service, and we will confirm it on the ticket. If a claim is declined, we will explain why. Note: Multiple outages in a row can be considered part of the same incident, as long as the root cause is the same. For example, if your host node were to go offline due to an issue with an SSD (as an example), momentarily comes back online, and then goes back offline due to the same problem, that would be considered as one incident/event and can only have SLA claimable once. We reserve the right to deny SLA compensation depending on the circumstances. You can follow ongoing incidents and planned maintenance on our status page.

​
Changes to the Policy

We may amend this policy from time to time. It is your responsibility to check for changes in this policy and make sure that you are up to date. We may send an email notice when major changes occur.