We do not ensure availability of our entire service. We only guarantee the uptime of the physical server.

Should downtime occur, our SLA is this:

• If the outages in one month total less than 2 hours, no credit is given.
• If the outages in one month total more than 2 hours, 1 day worth of service credit is given.
• Every hour of downtime thereafter will result in 1 days worth of service credit up to a maximum of 30 days.

To properly claim SLA credit that is due the owner of the account must open a ticket located at our support area within seven days of the purported outage. You must include your VPS IP address and a full description of the service interruption including logs if applicable. The SLA claim will be researched by the billing department and credit will be issued accordingly. SLA credits are issued as service credits on the next billing cycle. Please allow up to fourteen (14) days for processing of the SLA claims.

Please note that planned outages will not count for SLA credits. Outages caused by DOS/DDOS attacks will not count for SLA credits.