# Service Level Agreement

Last Updated: `July 3rd, 2024`

## Qualifying Services

Here is a complete list of the lineups that qualify for this SLA:

| Lineups        | Location | SLA Qualification |
| -------------- | -------- | ----------------- |
| Server Hosting | Any      | Qualifies for SLA |

The following does not qualify for SLA:

| Lineups     | Location | SLA Qualification |
| ----------- | -------- | ----------------- |
| VPS Hosting | Any      | Does not qualify  |
| Web Hosting | Any      | Does not qualify  |

If your service is not from the lineups in the above-mentioned list, please contact us over tickets to see if your service qualifies.

## Qualifying Events

SLA credits are generally issued when you open a ticket requesting for SLA to be claimable. A ticket must be opened within **72 hours** of a qualifying event in order to be eligible for SLA compensation.

These qualifying events may include, but are not limited to:

* Network Outages
* Power Outages
* Datacenter Failures
* Host Node Issues

We do not provide SLA for the following events:

* Network Packet Loss
* Network Throughput Issues
* Failures Caused by the Client
* Failures on Individual VPS’s
* Performance Issues
* Scheduled Maintenance Period
* VPS Cancellation/Suspension

## Our Guarantee

We guarantee a 99% uptime SLA across all of our services. There must be a minimum of **1 hour** of downtime in order for SLA credit to be issued. For every hour of downtime, we will extend paid qualifying services for an hour (any services which had discounts, credits, and partnerships do not apply to our guarantee).

## Claiming SLA Credits

Please note that in order to claim the SLA credits, you must meet the following requirements:

* Your account must be in good standing.
* You must not have created a chargeback.
* You must have created a ticket within 72 hours of the qualifying event.
* Your service must not be cancelled/suspended.
* SLA can only be claimed once per incident.

<br>

### &#x20; <a href="#our-guarantee" id="our-guarantee"></a>

<br>


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