We understand the necessity of high availability to our customers and this policy defines what levels of availability and support customers are guaranteed to receive.
Last Updated: December 15, 2025
For both our VPS and dedicated servers, we offer a 100% uptime guarantee for the network you are connected to. This means that if for some reason your server suffers packet loss or loss of connectivity, we will compensate you for the level of downtime based on the table below.
| Monthly Network Uptime | Service Credit |
|---|---|
| 100% | Guaranteed |
| 99.9% – 99.5% | 5% credit |
| 99.5% – 99.0% | 10% credit |
| 99.0% – 98.0% | 15% credit |
| 98.0% – 95.0% | 25% credit |
| Less than 95.0% | 100% credit |
We are confident in the level of uptime and service we provide, which is why we offer a 99.9% uptime guarantee for all VPS services. Should your uptime for the month fall below that threshold, we will provide you with a pro-rated credit to your account.
| Monthly Server Uptime | Service Credit |
|---|---|
| 100% – 99.9% | Guaranteed |
| 99.9% – 99.5% | 5% credit |
| 99.5% – 99.0% | 10% credit |
| 99.0% – 98.0% | 15% credit |
| 98.0% – 95.0% | 25% credit |
| Less than 95.0% | 100% credit |
Note: This guarantee applies only to unscheduled outages. Occasional planned server/network maintenance may be necessary. In all but the most urgent cases, we will send an email notifying customers of scheduled maintenance in advance.
For dedicated servers, this guarantee applies only to the network, as we cannot directly control the uptime of customer-managed server configurations.
We provide a strict 2-hour or less hardware replacement SLA from the time we identify that an issue is due to defective hardware. If it takes longer than our guaranteed 2 hours, we will provide a credit to your account as specified below.
| Hardware Replacement Time | Service Credit |
|---|---|
| 2 Hours or Less | Guaranteed |
| 2 – 3 Hours | 5% credit |
| 3 – 4 Hours | 10% credit |
| 4 – 6 Hours | 15% credit |
| 6 – 12 Hours | 25% credit |
| 12 – 24 Hours | 50% credit |
| More than 24 Hours | 100% credit |
Note: This guarantee does not include the time required to perform additional software-related maintenance, including rebuilding web accounts from backups, cloning hard drives, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays.
We know the importance of getting quick and helpful support every time you contact us. That is why we guarantee that we will respond to your support ticket within one hour from the time you submit it.
You will either receive an update on the issue or, in most cases, a resolution well within the same hour. In practice, we generally respond to tickets within 10-15 minutes. You can be assured that your ticket won’t go more than one hour without a response.
To be eligible for an SLA credit, you must meet the following requirements:
SLA credits will be applied to your account and used toward future invoices. Credits are calculated based on your monthly service fee for the affected service. The maximum credit for any single incident shall not exceed 100% of your monthly service fee.
SolaDrive is not responsible for downtime related to the following, and as such, will not issue credits for:
This SLA is subject to change at the sole discretion of SolaDrive. Any changes made to this SLA will be published on our website and customers will be notified via email at least thirty (30) days before the changes take effect.
If you have any questions about this Service Level Agreement or wish to submit an SLA credit request, please contact us:
Email: [email protected] Support Portal: https://www.soladrive.com/support
