This agreement sets out the availability we commit to for cloud servers, what counts as downtime, and the credit you receive when we fall short. It is part of our Terms & Conditions.
We commit to 99.9% uptime for every cloud server, every calendar month. That allows about 43 minutes of downtime in a 30-day month. When we miss it, you receive up to 100% of that server's monthly price back as wallet credit.
Our commitment
Each cloud server will be available for at least 99.9% of every calendar month. A server is available when it is powered on and reachable over the network at its public IP address.
The commitment covers what we are responsible for: the host machine and its storage, its power and cooling, and the network that connects it to the internet. It applies to cloud servers ordered from our catalogue. Premium IPs and Partner VPS have their own commitment, described below. The website and the console are provided on a best-effort basis and are not covered.
What counts as downtime
Downtime is a period in which your server cannot be reached because of a failure in the host, storage, power or network we provide, as confirmed by our monitoring or by our investigation of your ticket. It starts when the failure begins, according to our records, or when you report it, whichever is earlier, and ends when the server is reachable again. Monthly uptime is worked out for each server separately:
Uptime % = (minutes in the month − minutes of downtime) ÷ minutes in the month × 100
Service credits
| Uptime in the month | Credit |
|---|---|
| 99.5% to under 99.9% | 10% |
| 99% to under 99.5% | 25% |
| 95% to under 99% | 50% |
| Under 95% | 100% |
- Credit is a share of the affected server's monthly price. It is added to your wallet and can be spent on any of our services, but cannot be withdrawn as cash.
- The credit for one server in one month never exceeds 100% of its monthly price.
- Credits are your sole remedy for downtime this agreement covers.
What is not covered
Downtime does not include time lost to:
- maintenance announced in the console or by email at least 24 hours in advance;
- emergency maintenance to fix an urgent security vulnerability or prevent an imminent failure;
- anything inside your server: its operating system, software, configuration or firewall; reboots, shutdowns or rebuilds, whether you start them yourself or from the console; or running out of memory, disk or CPU;
- a suspension under our Terms or Acceptable Use Policy, an unpaid renewal, or an expired service;
- attacks larger than our filtering can absorb, and the null-routing of an IP address to protect the network;
- problems outside our network, such as the wider internet, your own provider, or DNS you manage;
- events beyond our control, as described in our Terms;
- features we label as beta or trial;
- an IP address being listed on a blocklist.
How to claim
- Open a support ticket within 7 days after the end of the month in which the downtime happened.
- Give the server's name or IP address, the dates and times of the downtime with their time zone, and any evidence you have, such as results from your own monitoring.
- We check the claim against our records and reply within 7 working days. An approved credit is added to your wallet straight away.
A credit that is not claimed within that time is lost.
Reporting an outage
If a server stops responding, open a ticket under Technical Support → Server unreachable / offline and mark it urgent. Those tickets are handled first. Reporting straight away also starts the downtime clock if our monitoring has not already done so.
Hardware failures and your data
If the hardware under your server fails, we restore service as quickly as we can, on the same or replacement hardware. This agreement covers availability, not data. Keep your own backups, as our Terms require.
Premium IPs and Partner VPS
These are not measured against the uptime figure above. Instead, if one stops working through no fault of yours, tell us through a support ticket and we will repair or replace it. If we cannot do so within 24 hours of your ticket, we refund the unused part of its term, by the day, to your wallet, as our Refund & Cancellation Policy describes.