SLA

The availability target is 99.95% of each calendar month on VPS network and power. Excluded from the meter: maintenance announced 24 hours ahead, and application-layer (L7) attacks that saturate a single customer's traffic once the standard filters have done their part. Measured downtime past 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 targets 4 hours from a confirmed diagnosis — with IPMI access, confirming it can be your job.