Service Level Agreement

We guarantee 99.99% availability in each calendar month for the network, power and host hardware that run your service. That allows about 4 minutes and 23 seconds of downtime per month.

Downtime is any period of 5 minutes or longer when your service cannot be reached from the public internet because of a fault in our network, power or host hardware. It is measured by our external monitoring across several locations.

If monthly uptime falls below the guarantee, you receive credit on that service's monthly fee:

The guarantee does not cover downtime caused by:

• planned maintenance announced at least 48 hours in advance on our status page;
• your own software, configuration, mods, plugins or operating system;
• suspensions under our Terms of Service or Acceptable Use Policy;
• attacks too large for our DDoS filtering to absorb, while we mitigate them; or
• events outside our reasonable control, such as upstream internet outages or natural disasters.

Planned maintenance happens during low-traffic hours in each region and is announced on the status page. Emergency security fixes may be applied without notice. We keep them as short as we can.

Credits for outages we detect are applied automatically to your next invoice. If you think we missed one, open a support ticket within 30 days of the incident. Credits cannot be exchanged for cash, and they cannot be more than the monthly fee of the affected service.