Service Level Agreement

1. Network availability

We commit to 99.9% monthly network availability for all services, measured at our data center edge, excluding scheduled maintenance announced at least 48 hours in advance.

2. Service credits

If monthly availability falls below 99.9%, you are entitled to credits on request within 30 days: below 99.9% — 5% of the monthly fee; below 99.5% — 15%; below 99.0% — 30%; below 95% — 100%.

Credits apply to future invoices for the affected service and are the exclusive remedy for availability incidents.

3. Support response targets

Critical (service down): first response within 30 minutes, around the clock.

High (degraded performance): within 2 hours.

Normal (questions, changes): within 8 business hours.

4. Exclusions

The SLA does not cover incidents caused by your applications or configurations, actions taken under the acceptable-use policy, force majeure, or upstream failures beyond our data center.