Legal
Service Level Agreement
Last updated 4 November 2026
1. Commitment
We target 99.9% monthly network and hardware availability for hosting, VPS and AI-agent servers.
2. Credits
| Monthly availability | Credit (of that service’s monthly fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
Credits are applied to future invoices, are not exchangeable for cash, and are capped at 50% of the monthly fee. Claims must be made by ticket within seven (7) days after the end of the month. Service credits are your sole and exclusive remedy for unavailability.
3. Exclusions
Scheduled maintenance announced at least 48 hours ahead; emergency security maintenance; problems caused by your software, configuration, content or traffic; attacks targeting your service; suspension under the Terms; DNS, registry or third-party service failures; force majeure.
4. Support response targets
| Priority | First response |
|---|---|
| Critical (service down) | 1 hour, 24/7 |
| High | 4 hours |
| Normal | 24 hours |
