1. Network availability
We guarantee 99.99% monthly availability of our network in each region, measured from our edge routers to the internet.
2. Hardware replacement
Failed components in bare metal servers are replaced within 4 hours of confirmation. Drive failures in RAID 1 arrays are hot-swapped without downtime.
3. Service credits
Below 99.99%: 10% credit. Below 99.9%: 25% credit. Below 99.5%: 50% credit. Below 99%: 100% credit of the affected service's monthly fee.
4. Exclusions
Scheduled maintenance announced 72 hours in advance, customer-caused outages, and events beyond reasonable control are excluded.
5. Claims
Open a ticket within 30 days of the incident. Credits are applied to your next invoice.