Service Level Agreement
Last updated 12 June 2026
Availability commitment
Network and platform availability of 99.99% per calendar month for hosting, VPS and email services. Dedicated server power and cooling carry a 100% commitment; the hardware itself is covered by the replacement target below.
What counts as downtime
A service is down when it fails to respond to our monitoring from two independent external locations for more than sixty consecutive seconds. Latency degradation, DNS issues outside our zones, and your own application errors are excluded.
Credits
Below 99.99%: 10% of the monthly fee. Below 99.9%: 25%. Below 99%: 50%. Below 95%: 100%. Credits are requested from the client area within thirty days and applied to the next invoice.
Hardware replacement
Failed drives, memory modules and power supplies in dedicated servers are replaced within two hours of diagnosis, twenty-four hours a day, at no cost.
Maintenance
Planned maintenance is announced at least seventy-two hours ahead on the status page and does not count toward downtime. Emergency security maintenance is announced as soon as practical.