1. Network uptime
We target 99.9% monthly network uptime for shared, reseller and VPS platforms, excluding scheduled maintenance announced in advance and force majeure events.
2. Support response
Priority technical tickets aim for a first response within 15 minutes during peak hours, and within a few hours overnight. Billing and sales enquiries are handled during business hours.
3. Credits
If monthly uptime falls below the target due to issues within our control, eligible customers may request a service credit by opening a ticket within 7 days of the incident. Credits are applied to future invoices and are the exclusive remedy for downtime.
4. Exclusions
Downtime caused by customer code, third-party DNS, DDoS beyond mitigation capacity, upstream provider failures outside our control, or AUP violations is excluded from SLA calculations.