Our commitment to reliability and performance. We back our services with industry-leading guarantees and transparent compensation policies.
Backed by financial credits for any service level breaches
Core network infrastructure availability
43.2 minutes downtime per month maximum
Redundant power systems guarantee
21.6 minutes downtime per month maximum
Failed hardware component replacement
From issue identification to resolution
First response to support tickets
For priority support customers
Within our network backbone
Between any two points in same region
Network stability measurement
Full contracted bandwidth availability
Physical facility uptime
Redundant cooling capacity
Fully redundant power paths
Diverse fiber routes
Production down issues
Production impaired
Non-critical issues
General inquiries
Automatic credits applied for any service level breaches
| Monthly Downtime | Service Credit | Service Level |
|---|---|---|
| 0 - 43.2 minutes | 0% | Within SLA |
| 43.2 - 4.32 hours | 10% | Below 99.99% |
| 4.32 - 8.64 hours | 25% | Below 99.9% |
| 8.64 - 24 hours | 50% | Below 99.5% |
| Over 24 hours | 100% | Below 99% |
Note: Service credits are calculated as a percentage of the monthly service fee and will be applied to your next invoice automatically.
Our systems continuously monitor all service levels and automatically detect any breaches.
You'll receive an immediate notification of any SLA breach via email and in your dashboard.
Credits are automatically calculated and applied to your next invoice without any action required.
Receive a detailed monthly SLA performance report showing uptime and any credits applied.
Service credits do not apply to outages or performance issues resulting from:
Track our service performance in real-time. View current and historical uptime data for complete transparency.
1.3 minutes downtime
2.6 minutes/month avg