We target 99% hardware and network uptime per billing month. When a month falls short, the compensation is service credit and you have to claim it — it is not applied automatically.
Why it happens
Uptime is measured per billing month against our own infrastructure records, which is what a claim gets checked against.
What to do
- Work out which band the month landed in
Between 98.0% and 98.99% uptime: one day of service credit. Below 98.0%: three days, plus one extra day for every 12 hours of verified downtime, up to a maximum of 30 days.
- Claim within 7 days of the incident
Open a billing ticket with the Server ID and the outage logs. Claims filed later than seven days after the incident cannot be verified against our records.
Worth knowing
Compensation is always applied as service time on your next billing cycle. We do not issue cash refunds for SLA breaches.