Service Level Agreement (SLA)

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.

Service-level Agreement

100% Network Uptime

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. Please keep in mind that DOS/DDOS attacks are instances where you are responsible for the incidence of downtime and as such, you do not qualify to be credited.

  • 100% uptime -- Guaranteed
  • 99.9% - 99.5% uptime -- 5% credit
  • 99.5% - 99% uptime -- 10% credit
  • 99% - 98% uptime -- 15% credit
  • 98% - 95% uptime -- 25% credit
  • Less than 95% uptime -- 100% credit

99.9% Server Uptime Guarantee

We are very confident of the level of uptime and service we provide that we offer a 99.9% uptime guarantee for all VPS. Should your uptime for the month fall below that, we will provide you with a pro-rated credit to your account.

Please note that 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 out an email notifying customers of the maintenance to be performed. This guarantee also applies only to the network for dedicated servers as we cannot directly control the uptime of the client end servers themselves.

  • 100% - 99.9% uptime -- Guaranteed
  • 99.9% - 99.5% uptime -- 5% credit
  • 99.5% - 99% uptime -- 10% credit
  • 99% - 98% uptime -- 15% credit
  • 98% - 95% uptime -- 25% credit
  • Less than 95% uptime -- 100% credit

2 Hour Hardware Replacement

We provide a strict 2 hour or less hardware replacement SLA from the time we identify if the issue is due to defective hardware. If it takes longer than our guaranteed 2 hours, we provide discounted credit to your account which has specified below.

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
  • More Than 24 Hours -- 100% credit