Service Level Agreement (SLA)
Last updated: July 2026
This Service Level Agreement ("SLA") defines our commitment to providing high-availability cloud hosting server resources and support services to our clients.
1. 99.9% Uptime Commitment
We guarantee that our web hosting server infrastructure, isolated PHP-FPM pools, and Nginx edge nodes will be online and available at least 99.9% of the time in any given billing month.
2. Uptime Telemetry
Uptime is calculated using external monitoring services that poll our edge router endpoints every 60 seconds. Our live server load and latency parameters are visible on the system Dashboard and Science portals.
3. SLA Credits
If we fail to meet our 99.9% uptime commitment, you are eligible for service credits on your next billing invoice according to the schedule below:
| Monthly Uptime Percentage | SLA Credit Amount |
|---|---|
| 99.5% to 99.89% | 10% invoice credit |
| 99.0% to 99.49% | 25% invoice credit |
| Less than 99.0% | 50% invoice credit |
4. Credit Request Process
To request an SLA credit, submit a ticket to the system administrator within 10 business days of the month's end, including a log or screenshot of your domain outage.
5. Exclusions
Uptime guarantees do not apply to downtime caused by scheduled system maintenance, client code errors, DNS propagation delays, or Force Majeure events.