सेवा स्तर अनुबंध (SLA)

2. Scheduled maintenance

Maintenance windows are announced at least 72 hours in advance on the Status page and by email. They are performed between 2 a.m. and 6 a.m. datacenter local time. Scheduled maintenance does not count toward downtime.

3. Service credits

If observed monthly availability falls below the commitment, the Customer may request an invoice credit according to the following scale:

Availability between 99.90% and 99.99%: 10% credit of the monthly fee. Between 99.00% and 99.89%: 25% credit. Between 95.00% and 98.99%: 50% credit. Below 95.00%: 100% credit.

4. Credit requests

Requests must be sent to [email protected] within 30 days after the end of the relevant month, stating the observed downtime windows. Credits are applied within 15 days to the next invoice. Credits are not refundable in currency.

5. Exclusions

Excluded from the calculation: scheduled maintenance, unavailability caused by the Customer (misconfiguration, voluntary saturation, attacks exceeding mitigation capacity), force majeure and failures of transit networks outside our direct control.