Draft. This document is under legal review and may change before it is final. Questions: [email protected].
Effective 2026-10-28
1. Network availability
We commit to 99.9% network availability for each server per calendar month. The network is available when the server's primary IP address can exchange traffic with the public internet, as measured by our external monitoring.
2. Hardware replacement
When a drive, memory module or power supply fails, replacement starts promptly after diagnosis, with a target of completion within 4 hours of diagnosis, subject to data center scheduling. Restoring your data is not part of hardware replacement. On managed tiers, we restore from the most recent managed backup.
3. Support response
| Tier | Outage | Other requests |
|---|---|---|
| Unmanaged and Essential Managed | 4 hours, 24/7 | Next business day |
| Pro Managed and Priority SLA add-on | 1 hour, 24/7 | Same business day |
4. Service credits
| Monthly network availability | Credit |
|---|---|
| Below 99.9% | 10% |
| Below 99.5% | 25% |
| Below 99.0% | 50% |
On Pro Managed or the Priority SLA add-on, each missed outage response earns 5% of that month's management fee. Total credits for a server in a month are capped at 50% of its monthly fee.
5. What does not count as downtime
- Scheduled maintenance announced at least 48 hours ahead, up to 4 hours per month, and emergency security maintenance.
- Problems caused by your software, configuration or actions, including anyone using your credentials.
- Suspension under the Terms of Service or Acceptable Use Policy.
- Denial-of-service attacks larger than the included network filtering can absorb.
- Events outside our reasonable control.
6. How to claim
Email [email protected] within 30 days after the end of the affected month, with the server name, and the dates and times of the problem. Approved credits are applied to your next invoice. They are not paid in cash.
Service credits, and the right to cancel in this section, are your only remedies for missing the commitments in this agreement. If availability falls below 99.0% in two consecutive months, you may cancel the affected server within 30 days after the second month ends, and we refund the unused part of any prepaid term pro rata, together with any unused credits.