Service level agreement

We commit to 99.9% monthly network availability for every dedicated server, measured as the ability of your server's port to pass traffic to the internet.

Service credits

Monthly availability	Credit
99.0% to 99.9%	10% of the monthly fee
95.0% to 99.0%	25% of the monthly fee
Below 95.0%	50% of the monthly fee

Hardware replacement

Failed hardware is replaced at no cost. We aim to start work within 2 hours of your confirmed request.

Exclusions

Scheduled maintenance announced at least 48 hours ahead, problems caused by your software or configuration, suspensions under our terms, DDoS attacks beyond mitigation capacity, and events outside our reasonable control.

Claiming a credit

Open a ticket within 30 days of the incident. Credits are applied to your next invoice and cannot exceed 50% of the monthly fee.