Service Level Agreement
What we guarantee, and what you get if we miss it.
Last updated October 8, 2026
Uptime guarantee
We guarantee 99.9% monthly uptime for network and power availability, and 99.9% for shared hosting service availability. Scheduled maintenance announced at least 48 hours in advance is excluded.
Service credits
| Monthly uptime | Credit |
|---|---|
| 99.9% or better | None due |
| 99.0% - 99.89% | 10% of monthly fee |
| 98.0% - 98.99% | 25% of monthly fee |
| 95.0% - 97.99% | 50% of monthly fee |
| Below 95.0% | 100% of monthly fee |
Support response targets
- Critical (service down): 15 minutes, 24/7
- High (degraded service): 1 hour
- Normal (questions, changes): 4 hours
- Billing: 1 business day
Claiming a credit
Open a billing ticket within 15 days of the incident, quoting the affected service and the approximate times. Credits are applied to your account and cannot be exchanged for cash.