SLA

Availability target: 99.95% of each month on VPS network and power. Excluded: maintenance announced 24 hours ahead, and attacks that saturate a single customer's application layer (L7) once the standard filters have done their part. Downtime beyond the target converts to pro-rated credits on future invoices; waiting for an invoice to confirm is not downtime. On dedicated units, a hardware swap is targeted at 4 hours from a confirmed diagnosis — IPMI access means you can be the one confirming it.