Uptime Guarantee
Our infrastructure is designed for maximum reliability with redundant systems at every level
Infrastructure Component Availability
Network Connectivity
99.99%
4.38 min/month
Guaranteed
Power Infrastructure
99.9%
43.8 min/month
Guaranteed
Cooling Systems
99.9%
43.8 min/month
Guaranteed
Hardware Replacement
4 hours
Maximum
Guaranteed
Measurement Methodology
Uptime is measured using industry-standard monitoring from multiple geographic locations. Downtime is calculated from the time a service interruption is detected until service is fully restored. Scheduled maintenance windows are excluded from uptime calculations.
Support Response Times
Guaranteed response times based on issue priority with 24/7 expert support
Critical
15 min
Initial Response
- Service down
- Data loss risk
- Security breach
- Immediate escalation
High
1 hour
Initial Response
- Service degraded
- Performance issues
- Redundancy failure
- Priority handling
Normal
4 hours
Initial Response
- General inquiries
- Configuration changes
- Non-urgent requests
- Standard queue
Service Credits
Automatic credits applied for any service level breaches
Credit Calculation Matrix
99.9% - 99.99% Uptime
10% Credit
99.0% - 99.9% Uptime
25% Credit
95.0% - 99.0% Uptime
50% Credit
Below 95.0% Uptime
100% Credit
Credit Application Process
Service credits are automatically calculated and applied to your account within 5 business days of any SLA breach. Credits are applied to future invoices and cannot exceed 100% of monthly service fees. Multiple SLA breaches in a single month are calculated cumulatively up to the maximum credit amount.
Maintenance Windows
Scheduled maintenance to ensure optimal performance and security
Standard Maintenance Schedule
No Planned Maintenance
Network Maintenance
1st Tuesday, 02:00-06:00 UTC
Security Updates
2nd Tuesday, 03:00-05:00 UTC
Infrastructure Updates
3rd Sunday, 04:00-06:00 UTC
Emergency Maintenance
As required (24hr notice)
Network Performance
Guaranteed network performance metrics across our global infrastructure
Network Performance Guarantees
Packet Loss (Backbone)
<0.1%
Average
Guaranteed
Latency (AMS-IST)
<50ms
Round Trip
Guaranteed
Latency (EU Regional)
<10ms
Round Trip
Guaranteed
DDoS Mitigation Time
<60 sec
Detection to Mitigation
Guaranteed
Security Commitments
Enterprise-grade security with compliance certifications
Physical
- 24/7 Security Personnel
- Biometric Access Control
- CCTV Surveillance
- Mantrap Entry Systems
Network
- DDoS Protection 100Gbps
- Firewall Management
- IDS/IPS Systems
- Traffic Scrubbing
Compliance
- ISO 27001 Certified
- GDPR Compliant
- SOC 2 Type II
- PCI DSS Ready
Full SLA Documentation
Download the complete Service Level Agreement with all terms and conditions