Service Level Agreement
What we commit to, how we measure it, and what you get if we miss it.
1) Definition of uptime
Downtime starts at whichever comes first: your ticket, or an alert from ServerNet monitoring, and ends when the service returns. Measured monthly, per service, not in aggregate.
2) Credit table
If a service monthly uptime falls below the commitment, credit is applied to your account:
| Monthly uptime | Credit |
|---|---|
| 99.9% – 99.0% | 10٪ |
| 99.0% – 95.0% | 25٪ |
| < 95.0% | 50٪ |
3) Liability cap
Maximum credit in any month equals what you paid for that service that month. Credit is applied to your account balance and is not convertible to cash.
4) Exclusions
- Planned maintenance announced at least 48 hours in advance.
- Customer-side configuration or software faults, and usage beyond the plan stated resources.
- DDoS attacks beyond the plan stated capacity.
5) Force majeure
The uptime commitment is suspended in these cases:
- Nationwide internet shutdown or throttling, and national infrastructure disruption.
- Order of a judicial or regulatory authority.
- Sanctions or loss of access imposed by an upstream provider.
- Natural disaster, fire, or nationwide power failure.
No credit applies in these cases, but you may stop renewing and reclaim the unused portion of your term as account credit.
6) Claim process
Submit a written ticket within 30 days of the incident. After that the claim lapses. Approved credit is applied to your next billing period.
Version 2026/08/03 · Service status · Terms of Service